CRM Systems and Data Analyst

Established in 1977, GOAL is an international humanitarian agency, with a team of 2,400 personnel, dedicated to alleviating the needs of the most vulnerable communities. Currently operating in 14 of the world’s most vulnerable countries, GOAL delivers a wide range of humanitarian and development programmes, ranging from humanitarian relief in disaster situations, to focusing on nutrition, food security, and building greater resilience and sustainable livelihoods.

GOAL has an annual budget of an estimated €200 million and is supported by a range of donors including the Governments of Ireland, UK, USA, the European Union, individuals, trusts, and foundations. GOAL values the power of partnership and works with local and international partners to achieve its mission.

Job Purpose;

An important role that sits across the IT and Fundraising & Marketing Team, the CRM Systems and Data Analyst will be responsible for the delivery of a range of systems and data related projects, alongside supporting ongoing and day to day priorities around data management, process development and improvement and optimisation of data, financial and customer experience processes.

The role will have a matrix line management, reporting into the Director of Fundraising and Marketing (70% time allocation), and the IT Solutions Manager (30% time allocation).

This role will suit a candidate with significant experience in the management of a CRM System (ideally Microsoft Dynamics) in a busy environment where marketing, development and reporting requirements are varied. Experience in other reporting and dashboard systems, ideally Power BI, is also important.

The CRM Systems and Data Analyst will be expected to be both proactive in their approach to how data is used to guide, target and inform GOAL’s marketing activities, while also supporting team members with their day-to-day data needs. Experience working on segmentation, targeting, and reporting within direct marketing campaigns will be highly valued.

Identifying data and CRM related issues and delivering solutions independently and as part of a wider team will be a critical part of this role, as will the ability to engage with external systems consultants as required. Ensuring data integrity, GDPR compliance, development of management and performance dashboards, management of other databases and systems and support of fundraising and marketing campaigns will also be key activities involved in the role.

In return, you will become part of an international organisation founded over 45 years ago in Ireland that has a proud history of responding to humanitarian crises where and when they happen, saving lives and transforming futures. You will also be part of a dynamic, collaborative and supportive Fundraising Team that place real value on teamwork and the power of data to inform strategy and decision making.

Key Responsibilities

Data & CRM Operations Management

• Lead the day-to-day operations and management of the Microsoft Dynamics CRM & GMS (Grant Management System) platform
• Adopt a continuous optimisation approach to data flows, seeking to improve efficiencies on an ongoing basis.
• Maintain an effective system of regular data cleaning and data management.
• Create reports and dashboards for use by team members and senior management to assess and improve fundraising performance.
• Work closely with the IT team on the Change Request log / roadmap to identify business requirements and work to solutions
• Co-ordinate the maintenance and inputting of data by CRM users and ensure that a high standard of data quality is maintained across the whole business.
• Work with users to improve the usability of the CRM and their own capacity.
• Segmentation and targeting of supporters and producing subsequent data lists for frequent marketing and mailing campaigns (direct mail, events, email blasts).
• Work with our GDPR project team to apply data governance principles and processes and support the business in achieving compliance against relevant data regulations.
• Act as lead focal point with CRM external support agency on development projects and support issues.

Strategy, Planning and Leadership

• Provide strategic input to members of the fundraising team across direct marketing, events, digital and corporate strategy to deliver improved outcomes through optimised use of data.
• Contribute to the planning and delivery of strategic projects to improve CRM technology and usage.
• Provide training and coaching to team members on effective and best practise use of GOAL’s CRM system to support their daily data needs and increase ‘self-service’ capacity.
• Champion the opportunities and benefits of a ‘data first’ approach to marketing by demonstrating effective CRM approaches to marketing and fundraising.
• Provide data led insights to drive fundraising strategy and resource allocation, including the evaluation of campaign performance and metrics, such as return on investment.
• Create presentations and reports (live, monthly, annual) for internal stakeholders and management to educate and inform strategy, geographic and demographic understanding of our supporter base.

Budget Development and Coordination

• Support the Director of Fundraising in budget management processes and cycles, including supporting the coordination and development of annual team budgets and reforecasts.
• Support the evaluation of fundraising strategies and activities through the analysis of relevant metrics and measurements, such as return on investment, value for money, cost per acquisition etc.
• Liaise with the Finance Team to ensure the smooth flow of accurate data and financial information between teams and relevant systems.

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Person Specification

Required Criteria

• 3+ years’ experience of strategically managing and using CRM systems (Microsoft Dynamics).
• Professional or academic qualification in data analysis, analytics or other data related discipline, or comparable professional experience.
• Extensive understanding of CRM and data principles including automation, data structures, integrated systems, data importing and logic.
• Demonstrable background in taking complex and large data sets and distilling them into actionable insights, through presentations and contributing to strategy development.
• 3+ years of experience working with several systems in parallel to CRMs to support integrated marketing and supporter engagement strategies (CRM, email & website platforms, third party platforms).
• Experience of working within a team to re-enforce CRM best practise, through communication, coaching and process development.
• Certification or training in data privacy (GDPR) and best practise.
• Advanced user of Microsoft Excel.

Desirable Criteria

• Excellent knowledge of SQL.
• MS Dynamics certifications
• Microsoft Power BI experience or similar (e.g. Tableau).
• DAX language for Power BI.
• Data Mining experience e.g., the R and Python programming languages
• Familiarity with digital and marketing platforms, such as Mail Chimp, Google Analytics, Facebook Ads Manager.
• Experience of managing or working with customer service representatives on CRM systems