Canal & River Trust

  • Customer Relationship Management Specialist

    Job Locations UK-Leeds | UK-Birmingham
    Job ID
    Closing Date
    Position Type
    Permanent FT
    Advertised Salary
    Up to £40k
  • Job Purpose

    We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Every role across the Trust plays it's part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.


    The role of Customer Relationship Management Specialist, (CRM Specialist), is to provide technical expertise for the support and development of the CRM system and any associated software and systems integration.


    The role holder will work with Canal & River Trust business colleagues to develop system functionality which will improve business processes and deliver efficiencies across the Trust. The CRM Manager is responsible for in depth specialist knowledge of the CRM system and for providing overall technical support by resolving service desk issues and providing expert advice to Trust colleagues.


    The strategic aim of the role is to deliver the best technical solutions for the future of the Trust, to lead on innovation, demonstrate best practice in the design, development and management of CRM solutions, and manage and communicate the overall CRM solutions roadmap.

    Knowledge, Skills/Qualifications & Experience

    Key Accountabilities:

    • Support the delivery of the IT Strategy and business developments.
    • Provide expertise on CRM delivering expert advice across the Trust. Manage the resolution of service desk incidents providing first and second line response to service desk calls. Be the principal IT point of contact for CRM provider, escalating support calls and managing them to conclusion within the service level agreements.
    • Provide innovative support and on the job coaching to colleagues advising on best practice solutions to improve skills and capability within this area. Provide the technical lead in meetings and workshops and ensure effective communication of relevant business requirements and issues.
    • Together with business managers identify future system improvements and suitability for inclusion in the IT development programme ensuring alignment with the Trust’s corporate strategy, values, policy and legislative requirements. Develop system functionality which will improve business processes and deliver efficiencies across the Trust. Write complex system specifications for development following the IT Change Control procedure.
    • Ensure CRM integration and compliance with Trust standards and procedures. Review, develop and monitor CRM application standards, policies and business process procedures. Work with the CRM Data Manager to perform data validation exercises, develop processes for the correction and manipulation of data, and ongoing data retention management. Prepare high level reports recommending actions to gain corporate improvement.
    • Perform system monitoring ensuring setting up of software parameters, security and user profiles are correctly assigned. Provide advice on and create roles and authorisations in CRM.
    • Ensure successful completion of regular CRM software patching exercise. Liaise with business colleagues to ensure the advanced planning and timely successful completion of business acceptance testing. Coordinate testing, production of test scripts and translation of technical CRM notes ensuring business understanding. Manage the upgrade and patching of the CRM ensuring that all changes are tested by business colleagues before being loaded into the live system.
    • Manage CRM projects ensuring design of the system parameters maximise their compatibility with Trust business requirements. Ensure projects are delivered to specification on time and to budget and comply with Trust IT project management standards and procedures. Produce project documentation to be change managed and enable development of learning materials.
    • Configure CRM software and author application scripts and management information reports.
    • Perform complex technical tasks to monitor, measure and report on CRM performance. Resolve complex IT issues liaising with software supplier and other technical colleagues. Challenge on costings and performance failures as appropriate. Prepare reports for senior management recommending solutions, process efficiencies and actions required.

    Knowledge, Experience & Skills:


    Qualifications & Attainments –

    • Educated to degree level (or equivalent) in IT discipline e.g. Business Information Systems, Computing.
    • Post graduate qualification in relevant IT discipline e.g. higher diploma, ITIL, MBA, desirable.
    • Professional Membership of relevant recognised professional body.
    • Experience of software development lifecycle, desirable 

    Work Experience

    • Advanced, considerable CRM skills and experience including scoping of solution design.
    • Excellent understanding of general CRM functions and reporting.
    • Advanced proficiency in the use of personal computing and business applications software e.g. MS Office.


    • Business and CRM technical knowledge.
    • Business process knowledge, e.g. Volunteer opportunity management, customer service management, fundraising and membership schemes etc
    • Ability to understand the Trust’s systems technical landscape.
    • Be able to write reports and scripts.
    • Understand systems configuration and how it is applied.
    • Be able to create technical specifications / workflows
    • Be advanced in the use of MS Excel.
    • Be a good problem solver and analyst.

    What We Offer

    At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust.


    In addition to your annual salary we offer a generous pension scheme and other benefits. Further details can be found here.


    We are striving to represent the diverse communities that we are a part of. All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job. Many of our vacancies can be considered for people who wish to work flexibly, job share or part time


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