CRM Manager

UK Youth

Purpose of the Job

As UK Youth s Microsoft Dynamics 365 Specialist, you will oversee and maintain the organisation s critical CRM system, ensuring it is effectively utilised across the Charity while maintaining data integrity and supporting key processes. Acting as the functional consultant and product owner, you will align the CRM system with UK Youth s digital strategy, driving its adoption and efficiency.

Additionally, you will manage the relationship with the third-party CRM provider and play a key role in fostering a digitally-enabled, people-first culture that supports the Charity s growth and excellence. This role is pivotal in ensuring UK Youth s systems and processes enable a best-in-class environment for staff and stakeholders.

Key Responsibilities

• CRM Management: Oversee the daily functionality of UK Youth s CRM and Portal as the subject matter expert, troubleshooting issues and liaising with external suppliers to ensure a high-quality service for users; manage UK Youth CRM service desk function and task prioritisation.

• User Support & Licensing: Manage users, privileges, and license allocations, ensuring business requirements are met and licenses are efficiently utilised.

• Supplier and Budget Management: Manage the CRM budget, external supplier support contracts, and service delivery, fostering strong relationships and enforcing service agreements.

• System Development & Integration: Lead CRM functionality development projects, test upgrades, new features, etc, and collaborate with the IT Manager on system integrations to maximise efficiency.

• Data Integrity & Compliance: Ensure data migration, quality, and integrity between systems, adhering to data protection regulations and organisational policies, while advising leadership on related risks.

• Reporting: support colleagues in data extraction / reporting processes as required.

• Proactive Maintenance, Monitoring, & Security: Maintain up-to-date Microsoft Dynamics knowledge, implement necessary system changes, and monitor updates to ensure digital security and continuity of service.

Experience we’re after

• Advanced knowledge of and experience with Microsoft Dynamics 365 (certifications desirable), including its ongoing optimization

• Skills in supporting Portals (Umbraco experience desirable)

• Strong experience of Microsoft Dynamics 365 configuration and of the Power Platform (Power Apps, Power Automate) are essential

• Experience of delivering projects following an Agile methodology

• Demonstrable expertise working as a product owner / functional consultant

• Experience with Data Protection/ GDPR policies and compliance

• A good understanding of Infosec and Microsoft Office 365 architecture; excellent IT skills

• Demonstrable experience in operational management and resolving first and second-line challenges

• Experience of working effectively, sometimes at a senior level, with a wide range of organisations and individuals, promoting ideas and influencing decision-makers

• Demonstrable experience of building strong customer relations, promoting ideas and influencing decision makers

• Experience of delivering high standards of customer care support

• Experience in strategy development and / or Project Management expertise are desirable

Who we are

UK Youth is a leading charity that exists to ensure all young people are equipped to thrive and empowered to contribute at every stage of their lives. We work with others to ensure that the youth sector is strengthened, supported, and that provision is youth-led, evidence-informed and delivers high-quality outcomes.

UK Youth plays a unique role in addressing; the lack of investment in the youth sector, the lack of cross sector understanding in how youth work makes a difference and the limited opportunities to embed effective solutions. These factors lead to mass inequality of access to youth services for young people. To find more about us and how we make an impact, please visit UK Youth Website.

Why work at UK Youth?

We are a value-based, passionate and committed organisation offering a friendly working environment with lots of opportunities for professional development and socialising (even for those working remotely!) from lunch and learn sessions, staff quizzes to virtual coffee meet ups.

UK Youth prides itself on being an Equal Opportunity employer and we would particularly welcome applications for this role from those who identify under one of the protected characteristics under the Equality Act 2010.

We value the differences that a diverse workforce brings and are committed to inclusivity, and to employing and supporting a diverse workforce. Our selection procedures ensure that people are treated on the basis of their relevant merits, experience, skills and abilities and that no individual receives more or less favourable treatment.

We welcome applications from groups currently under-represented in our organisation including BIPOC, LGBTQ+ and persons with disabilities. We are also currently underrepresented by men, and so are seeking applications from different backgrounds, cultures, age, experience and identity to bring a wide range of experience, ideas, views and insights to UK Youth.

What we can offer you

We offer a competitive range of benefits, good work/life balance, excellent learning and development opportunities and vibrant organisational culture:

• Flexible/Agile Working

• 27 days annual leave plus bank holidays (pro rata for part time employees)

• Funded training provided in; Safeguarding, GDPR, Information and Cyber Security & Equality & Diversity

• Other training available in support of your personal and professional development

• Pension scheme (currently UK Youth match employee contributions up to 5%)

• Membership of our life insurance scheme which would pay-out up to 4 times your salary

• Employee Assistance Programme to support employees both professionally and personally

• 20% discount off bookings at Avon Tyrrell, our New Forest Outdoor Centre, including camping, lodges and outdoor activities.

• IT equipment provided for the duration of contract

• CycleScheme and TechScheme

How to apply

If you would like to be considered for this fantastic opportunity, please complete an application via our completely anonymised recruitment system provided by Applied which looks to create a fair and unbiased application process for all. Scroll to the top of the page and start your application.

Closing date: Monday 3rd March 2025 at 23:59 (midnight)

Provisional Interview Dates: w/c 10th March 2025

As this role involves working in a regulated environment with young people, any offer will be conditional to satisfactory background checks, which include criminal record check and employment reference.