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)
