CRM Project Analyst

CRM Project Analyst

Location: Hybrid - 2-3 days per week in Cheam (Head Office)
Salary: c. 45,000 per annum
Contract: Fixed Term (3-6 months, potential to extend to 12 months)
Reports to: Technology Manager

About the Organisation

The Charity for Civil Servants is undertaking a business-critical CRM rebuild project to strengthen supporter engagement, income generation, and service delivery.

We are seeking an experienced CRM Project Analyst to support the redevelopment of our CRM platform using Microsoft Dynamics 365.

The Role

This is a key role working across Fundraising, Communications, Service Delivery, Finance, and Data teams to ensure the CRM system meets operational and strategic needs.

You will gather and translate business requirements into technical specifications, improve data quality and governance, and support the delivery of a tailored CRM data model aligned to charity-sector best practice.

Key Responsibilities

Requirements & Stakeholder Engagement

• Lead workshops and interviews to gather functional and non-functional requirements

• Translate requirements into user stories, process maps, and acceptance criteria

• Act as a bridge between business users and technical teams

CRM Development & Improvement

• Support configuration of entities, workflows, forms, dashboards, and reports

• Ensure alignment with charity processes such as donor journeys, Gift Aid, and case management

• Contribute to system testing and user acceptance processes

Data Quality & Governance

• Support development of a tailored data model

• Improve data standards and validation processes

• Ensure GDPR compliance (lawful basis, consent tracking, retention policies)

• Produce documentation including data dictionaries and governance guidelines

Project Support

• Contribute to planning, risk management, and documentation

• Support training and mentoring of internal CRM users

Essential Experience

• Proven experience as a CRM Analyst or Business Analyst

• Hands-on experience with Microsoft Dynamics 365

• Experience within a charity, non-profit, or membership organisation

• Strong requirements gathering and documentation skills

• Understanding of GDPR and UK data compliance

• Excellent stakeholder engagement skills

Desirable

• Experience with the Microsoft Nonprofit Data Model

• Knowledge of fundraising, Gift Aid, or donor management

• Experience with Power BI or Power Automate

• System integration experience (finance systems, marketing platforms, payment providers)