Head of CRM, Data and Insight

Cystic Fibrosis Trust; Greater London; Hybrid; GBP 61,000 - 66,000; Full time

Benefits offered by this job

London weighting

Home allowance

Job summary

The Cystic Fibrosis Trust in the United Kingdom is seeking a Head of CRM, Data and Insight to shape how we use CRM across the charity and to drive the Dynamics 365 implementation. You will translate business needs into effective CRM solutions and deliver measurable value for colleagues, supporters and beneficiaries.

As a newly created role, you will partner across the organisation, build a robust data and CRM governance framework, and lead a team through the CRM journey with a focus on data

Qualifications

• Significant experience with Microsoft Dynamics 365 CRM.
• Track record leading CRM strategy and development.
• Strong business partnering and stakeholder influence.
• Experience gathering requirements and translating them into technical solutions.
• Solid understanding of CRM data, reporting, governance and best practice.
• Experience managing suppliers, consultants and third-party partners.

Responsibilities

• Lead the delivery of the charity's data strategy and ongoing Dynamics 365 development.
• Act as a trusted business partner across the organisation and translate objectives into CRM solutions.
• Build strong relationships with stakeholders at all levels.
• Drive adoption, engagement and continuous improvement across the CRM ecosystem.
• Improve data quality, reporting, insight generation and customer journeys.
• Manage relationships with external suppliers and implementation partners.
• Identify opportunities to streamline processes and enhance organisational effectiveness.
• Lead, coach and develop team members.
• Champion collaboration, innovation and evidence-based decision-making.

Skills

Dynamics 365 CRM

CRM strategy

Business partnering

Requirements gathering

Data governance

Supplier management

Leadership

Tools

Microsoft Dynamics 365

Job description

London office-based or Home-based within the UK

Finance and Resources

Full time

Fixed Term Contract for 2 years

About us

Cystic Fibrosis Trust is the only UK-wide charity dedicated to uniting for a life unlimited for everyone affected by cystic fibrosis. We're working towards a brighter future for everyone with cystic fibrosis (CF) by funding cutting-edge research, driving up standards of care and supporting people with the condition and their loved ones every step of the way.

About the role

We're looking for an exceptional Head of CRM, Data and Insight to lead the next stage of our customer and supporter relationship management journey.

This is a newly created role with the opportunity to shape how we use CRM across the organisation. We are currently implementing Microsoft Dynamics 365, and this role will work collaboratively with teams across the Trust to ensure we have the systems, processes and insights needed to build meaningful relationships and maximise our impact as the new system lands.

You’ll be both a strategic thinker and a practical problem solver. You’ll understand how CRM can enable organisational goals, translate business needs into effective solutions, and ensure our CRM platform delivers real value for colleagues, supporters and beneficiaries.

At the heart of this role is partnership. You’ll work closely with stakeholders across the charity to understand challenges, identify opportunities and champion ways of working that help us get the most from our investment in Microsoft Dynamics 365.

This is a rare opportunity to create and shape a role from the ground up, and to make a huge difference to an organisation at a pivotal point in our CRM, data and insight journey. If you’re excited by the opportunity to drive meaningful change as part of our Senior Management Team, we’d love to hear from you.

Key Responsibilities

• Lead the delivery of the charity's data strategy, and develop and deliver a plan for ongoing development of Dynamics 365, ensuring it remains fit for purpose and future-focused.
• Act as a trusted business partner across the organisation, understanding colleagues’ objectives and translating them into CRM solutions.
• Build strong relationships with stakeholders at all levels.
• Drive adoption, engagement and continuous improvement across our CRM ecosystem.
• Work with colleagues to improve data quality, reporting, insight generation and customer journeys.
• Manage relationships with external suppliers and implementation partners.
• Identify opportunities to streamline processes, improve user experience and enhance organisational effectiveness.
• Lead, coach and develop team members.
• Champion a culture of collaboration, innovation and evidence-based decision-making.

The full list of responsibilities can be found in the attached job description.

About you

We’re looking for someone who combines strong technical CRM expertise with excellent relationship-building and influencing skills and you’ll likely bring:

• Significant experience working with Microsoft Dynamics 365 CRM.
• A track record of leading CRM strategy and development.
• Strong business partnering skills, with the ability to build credibility and trust across diverse stakeholder groups.
• Experience gathering requirements and translating business needs into technical solutions.
• Strong understanding of CRM data, reporting, governance and best practice.
• Experience managing suppliers, consultants and third-party partners.
• A collaborative and inclusive leadership style.
• The ability to balance strategic thinking with hands-on delivery.

We recognise that no candidate will meet every requirement perfectly. If you have strong CRM experience, enjoy building relationships across teams and are excited by the opportunity to shape a newly created role, we’d love to hear from you.

We value diverse backgrounds, experiences and perspectives, and encourage applications from candidates who may not meet every criterion in the person specification but believe they can make a significant contribution to our mission.

What we offer

We offer a range of benefits including flexible working, 30 days annual leave plus recognised bank holidays (pro-rata for part time staff), contributory pension scheme, Healthcare cash plan covering dental, optical, 24/7 GP service, Employee assistance programme and opportunities for learning and development.

Closing date for completed applications is 11:59pm Monday 23 November 2026

First round interviews will be held week commencing Monday 30 November 2026 (likely to be online), with second round interviews (in person) provisionally to be held on Tuesday 8 December 2026 with some flexibility.

We embrace the thoughtful use of technology, including AI. If you use AI tools to support your application, please make sure the final submission reflects your own voice, experience and suitability for the role.

Please note you will need to have the right to work in the UK before starting work with us and we will check this. We do not hold a Home Office Sponsorship Licence and therefore cannot offer visa sponsorship for our roles.

Our commitment to an inclusive workplace

Cystic Fibrosis Trust aims to be an inclusive workplace where everyone belongs, can be themselves and achieve their full potential. We want to attract, develop, and retain staff with diverse backgrounds, experiences, and perspectives; particularly people who have cystic fibrosis, people who identify as being from an ethnic minority group, as LGBTQ+ and people with disabilities.

It is our policy not to discriminate against any person because of their age, gender reassignment, being married or in a civil partnership, being pregnant or on maternity leave, disability (physical and mental), race including colour, nationality, ethnic or national origin, religion or belief (including lack of belief), sex, sexual orientation or union membership.

Hours

Full time 35 hours per week

Competitive

23-11-2026

Job attachments

Head_of_CRM_and_Data_and_Insight_-_Job_Description_and_Person_Specification_09112026.pdf

£61,000 - £66,000 per year (depending on skills and experience) plus London weighting of £3,000 per year if office based (with at least 2 days/week on-site) or plus Home Allowance of £450 per year if home based