Description

Chatham House, the Royal Institute of International Affairs, is a world leading independent policy institute based in London. As a global think tank, our mission is to help build a sustainably secure, prosperous and just world.

We seek a CRM Administrator who will be responsible for first line support of the development and maintenance of Chatham House’s CRM and its key interfaces. Working within a team that includes the Senior Digital Delivery Manager and CRM Data Manager you will solve problems at source where possible, escalating issues to the CRM team or our partner supplier where appropriate. Training will be provided where needed with opportunities for continued professional development on the Microsoft Power Platform leading to accredited qualifications. 

We are an equal opportunity employer, we value diversity and do not discriminate on the basis of protected characteristics. We encourage applications from all backgrounds. If there is anything we can do to improve your experience or support you, please do not hesitate to get in touch at HR@Chathamhouse.org.

Main Responsibilities

Delivery

• Undertake day-to-day maintenance, development and support of the Institute’s database (MS Dynamics 365) to ensure it performs to optimal level and in line with users’ expectations.
• Monitor and troubleshoot data and systems-related problems that may arise such as financial transactions, event registration, membership applications due to data or issues in 3rd party integrations.
• Import data from spreadsheets and text files ensuring its’s cleaned and QA’d as part of process.
• Process data briefs from users providing them with appropriate segmented data.
• Continue to improve the quality of the data within the CRM.

People 

• Work with internal colleagues in Fundraising and Research and external suppliers to define and implement additional functionality, test workflows and troubleshoot technical problems and issues ensuring that they are accurately documented and understood. 
• Support CRM team members in the querying, analysis and presentation of supporter data across the organisation.

Strategy

• Work with the Senior Digital Delivery Manager and other stakeholders on product roadmap and prioritisation of new functionality and improvements.
• Support the team to continually strive to improve the CRM operations.
• Provide training for new users and refresher sessions for existing users.
• Encourage best practice and user adoption of the CRM.
• Contribute to the delivery of the Chatham House EDI strategy.

Person Specification

Reporting to: Senior Digital Delivery Manager

Essential Skills and Experience

• Experience of working with MS Dynamics 365.
• Experience of querying data, working with Views, Marketing Lists.
• Ability to customise Forms, Views and Entities.
• Experience working with security roles and assigning access.
• Experience with data mapping and imports from Excel/CSV.
• Advanced Excel user with experience of Pivot tables and Power Query.
• Broad knowledge of data protection, GDPR (and privacy) legislation and best practice and an appreciation of how it is applied in an organisation.
• The ability to build effective working relationships with a wide range of users and stakeholders.
• Strong troubleshooting and problem resolution skills.

Desirable

• Experience with Power Platform – Power BI, Power Automate, Power Apps
• Experience creating workflows
• Experience of database design and SQL.
• DevOps or other ticketing system.

Benefits

Benefits include approximately 37 days of annual leave (including public holidays and Chatham House closure days), pension salary exchange, employee assistance programme, parental leave, flexible working and other benefits designed to suit your lifestyle. All of this, in a professional, engaging and intellectually stimulating environment.

Salary: £36,500 per year.

Contract: Full-time, Permanent.

Location: Hybrid (Office/Home), minimum 2 days in the office per week.

Application closing date: Monday 27 January 2025 (Midnight, UK time). You will be notified of the status of your application within 4 weeks of the role closing.

Please avoid using AI for your application, we want to hear from you! We can tell the difference between a genuine answer and an AI-generated one. Using AI will run the risk of your application being disqualified.

The Job Description as outlined above will not be available once the closing date has passed. Please ensure you keep a copy for your records.