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CRM Administrator

The CRM Administrator will be responsible for first line support of the development and maintenance of Chatham House’s CRM and its key interfaces. Reporting to the Senior Digital Delivery Manager, you will solve problems at source where possible, escalating issues to the CRM team or our partner supplier where appropriate.

Main Responsibilities

  • 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 it’s cleaned and QA’d as part of the process.

  • Process data briefs from users, providing them with appropriate segmented data.

  • Continue to improve the quality of the data within the CRM.

  • 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.

  • 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.

  • Contribute to the delivery of the Chatham House EDI strategy.


Person Specification

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 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.

Training for the role holder will be reviewed and provided where needed, with opportunities for continued professional development on the Microsoft Power Platform leading to accredited qualifications.

Already working at Chatham House?

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@chathamhouse.org