Login to Apply

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)