Senior CRM Change Manager (18 Month FTC)
Salary: Circa £47,000 +
Location: Stratford 1-2 days per week (Expect significant home-working to begin with)
Working Pattern: Full-time (4 days a week considered)
Flexible working hours
Closing Date: 26th April
Cancer Research UK is embarking on a major transformation of its technology estate - the Technology & Data Future Readiness (TDFR) programme - with the aim of improving organisational efficiency and agility while introducing more modern tools to improve supporter experience through greater self-service and better omni-channel communication.
As we move into the next phase of customer relationship management (CRM) implementation we are looking for someone to help scope, deliver and embed change for the Marketing, Fundraising and Engagement directorate. This highly skilled change manager will work closely with the TDFR programme lead to represent the needs of MFE more broadly and oversee the implementation for the team as a whole. With specific focus on new processes and ways of working for marketing, volunteering, local supporter fundraising, events, data and insight. They will identify required changes and the nature and level of these change impacts to ensure that the programme objectives and benefits are delivered.
Lead the development and implement the Marketing, Fundraising & Engagement (MFE) change approach for the CRM implementation in line with TDFR and EPDD (Engaging People through Data & Digital) programme's goals and the wider CRUK change narrative working closely with the TDFR Business Change Manager.
Work as the main point of contact for the CRM project team, to understand interdependencies and needs for MFE - acting as one voice in representing our supporters needs in our primary areas of change e.g., marketing, data, insight, volunteering and supporter led fundraising ways of working.
Work with MFE Marketing data and insights team to analyse and identify any impacts to data processes based on the requirements and transition plan.
Work with MFE supporter facing teams (supporter engagement, supporter led fundraising, partnerships, volunteering, events, product and portfolio, trading etc) to identify and track planned improvements to ways of working and benefits realisation.
Prepare the MFE team for the changes ahead, working with members of the programme team to analyse change impacts and develop the change plan.
Work as part of the network of representatives from across the organisation, supported by the CRM team to establish simplified and standardised new business processes which meet CRUKs business needs.
Lead on engagement, communications, and user adoption of new tools for MFE as part of the CRM project team, including change related to peoples' roles and core skills in MFE. Manage the delivery of training and engagement within agreed budget; capture and report on the benefits associated with the change.
Facilitate a cross MFE CRM expert community to support the programme needs supported by the TDFR Business Change Manager.
Manage the relationship between the programme and the transition to the new operating model to ensure alignment and manage impact on individuals.
Enable the handover of plans and capability, support the transition into business as usual and move towards continuous improvement.
Key Technical Skills, Knowledge, Experience and Behaviours:
Significant experience of delivering process change across large teams.
Significant experience of stakeholder management resulting in credibility and impact with peers and leaders.
Significant experience of gaining buy in to enable change to happen through others.
A confident and effective communicator, including in difficult situations.
Excellent interpersonal and communication (including presentation) skills.
Strong project management and organisational skills, and a high awareness of the project and programme context and discipline. Fully competent at planning, risk management, and dependency-management.
To view the view role profile and to see our benefits, please take a look at our Candidate Pack
What will I gain?
Without you we wouldn't be able to achieve our aim of seeing 3 in 4 people survive cancer by 2034. So we want to reward you in as many ways as possible. Our benefits package includes discounts on anything from travel to technology, generous holiday allowance, gym membership, childcare vouchers and much more. You'll also be able to access a wide range of learning and development opportunities. And ultimately, you'll know that you'll be changing lives through your work.
If you're as ambitious as we are, join our collective force and enjoy an excellent career, as we save lives and add years.
Together we will beat Cancer.