CRM Manager (Salesforce)

The Saturday Club Trust
CRM Manager (Salesforce)

Contract: Permanent
Hours: Full time (35 hours per week)
Location: Somerset House, Strand, London WC2R 1LA (hybrid, in office Tuesday-Thursday, minimum of three days per week)

Salary: £36,000-38,000 (dependant on experience)

Main Purpose of the Role

The CRM Manager will lead the strategic development, optimisation, and ownership of our Salesforce-based CRM system. This pivotal role will ensure that the CRM supports and advances the charity’s business strategy, operational priorities, and mission to achieve its charitable objectives.

The successful candidate will be an enthusiastic advocate for continuous improvement, working collaboratively across the organisation to identify opportunities to modernise processes, solve operational challenges and maximise the value of our CRM. They will be comfortable questioning existing ways of working, introducing new ideas, and helping colleagues embrace change as our systems and programmes continue to evolve.

Acting as the organisation’s Product Owner for Salesforce, the CRM Manager will develop and maintain the CRM roadmap, balancing organisational priorities, user needs and technical opportunities to ensure the platform continues to evolve alongside the charity. The postholder will play a key leadership role in aligning the system with our programme delivery, stakeholder management, evaluation, communication, and partnership engagement needs. This includes identifying and addressing inefficiencies, ensuring accuracy, enhancing user experience across internal teams and our national partner network, and supporting the long-term scalability of the system.

Following the implementation of the CRM system in recent years, the CRM Manager will be instrumental in continuing to embed the system across the organisation, leading onboarding and training, driving user engagement, and refining how the platform underpins core business operations. The CRM Manager will play a central role in ensuring the system continues to evolve to meet changing organisational needs, supporting innovation, organisational growth and the delivery of an expanding national programme.

In addition to their CRM focus, the role will maintain a strategic lens on broader digital systems and IT development, ensuring CRM integrations and related technologies are future-proofed and coherent across the organisation.

Key Objectives of the CRM System

• Enable scalable and efficient delivery of our national programmes, network and events
• Improve partnership and stakeholder relationship engagement
• Support robust data capture, reporting and impact evaluation
• Drive automation of core processes to reduce administrative burden
• Increase data quality and accessibility across teams
• Embed best practice in data governance and user training

Key Responsibilities

CRM System Leadership

• Act as the internal lead for the Salesforce CRM, ensuring ongoing development aligns with organisational needs and charitable goals
• Proactively identify and resolve system inefficiencies, user challenges, and development opportunities
• Continually review organisational processes, identifying opportunities to simplify, automate and improve workflows through effective use of Salesforce and associated digital systems.
• Work closely with colleagues to understand business requirements, map existing processes, and translate operational needs into CRM improvements, ensuring solutions are user-focused, scalable and aligned with organisational priorities.
• Work collaboratively across departments to embed CRM use into workflows and champion user adoption
• Lead onboarding, training, and ongoing support for new and existing users across internal teams and external partner organisations
• Oversee the administration and ongoing management of the organisation’s form builder platform (e.g. FormAssembly, ensuring forms are integrated effectively with the CRM, and support key data capture processes across programmes, partnerships, and internal operations
• Manage relationships with our external Salesforce implementation partner, including coordinating projects, updates and technical troubleshooting
• Maintain and support community engagement with our digital portal (The Exchange) supporting National Saturday Club’s network of Tutors and Coordinators.
• Oversee and maintain clear, accessible system documentation, user guidance, training materials, and change logs to support effective knowledge transfer, continuity of operations, and future handover
• Coordinate support staff responsible for CRM and data administration tasks

Data and Reporting

• Design and maintain robust dashboards, reports, and contact data views that support programme delivery, fundraising, reporting, evaluation and operational needs
• Ensure CRM data is clean, accurate, and compliant with data protection regulations
• Oversee the management of data retention, working with our external partner to embedd our data retention policies in accordance with GDPR
• Manage data imports and exports, using dataloader and import wizard
• Champion a data-informed culture, enabling teams to access and interpret data to inform decision-making

Systems Integration and Development

• Work collaboratively with teams across the organisation to understand emerging needs, challenge existing processes where appropriate, and identify opportunities to improve efficiency through technology
• Play a key role in scoping and delivering CRM-related digital projects or system improvements, including integrations with other tools (e.g. email marketing, project management, event tools)
• Contribute to organisational digital strategy from a CRM perspective
• Actively engage with the wider salesforce community to keep up to date with developments in the salesforce eco-system

General IT Support (CRM Lens)

• Provide light-touch oversight and coordination on general systems support (e.g., software access, licences, hardware needs), as they relate to CRM use
• Support the Head of Operations in digital risk management, supplier liaison, and IT and data policy updates and implementation
• Work collaboratively and with support from the Administration Assistant to manage queries from community users, complete routine data management tasks and simple system administration needs

Person Specification

Essential

• Salesforce Platform Administrator Certification (AD001) or equivalent experience
• Minimum 3 years’ experience working with CRM systems (Salesforce specific experience highly desirable) in a professional setting, with demonstrable responsibility for system management, configuration, data management, and/or user support.
• Strategic thinker with ability to translate organisational needs into system functionality
• Demonstrable ability to identify opportunities for continuous improvement and successfully implement change.
• Curious, proactive and solutions-focused, with a genuine interest in improving systems and ways of working.
• Excellent facilitation and stakeholder engagement skills, with the confidence to challenge constructively and influence change.
• Excellent data management, analysis and reporting skills including data imports and exports
• Experience leading user onboarding, training, and documentation
• Strong project management skills with a proactive and solution-focused approach
• Outstanding communication and interpersonal skills, with the ability to work across teams and levels
• Highly organised with excellent attention to detail

Desirable

• Experience managing relationships with CRM implementation or support partners
• Experience with third party integrations, particularly FormAssembly and Campaign Monitor
• Understanding of digital integrations and system mapping
• Familiarity with the charity or education sector and understanding of working with partner networks

Other Information

• Some occasional travel and weekend work is required including team-wide responsibility to supporting the delivery of the national events
• Training and professional development support available
• This post may be required to undertake other duties that fall within the scope and purpose of the role

Employment benefits

The Saturday Club Trust offers the following employment benefits:

• Working at the prestigious cultural destination Somerset House in central London, with access to offers and events from our resident community and discounts at onsite restaurants, bars and cafes
• Enhanced annual leave – 25 days plus bank holidays
• Flexible hybrid working upon agreement
• Company pension scheme
• Life insurance cover
• Access to our external employee assistance programme (Health Assured) for free 24/7 confidential advice and support
• Cycle to Work scheme

How to Apply

Closing date: Monday 07 September 2026

Send your CV and covering letter to and complete our Equality & Diversity Monitoring Form.

We will review applications as they are received and may invite suitable candidates to interview before the closing date. We therefore encourage you to apply as soon as possible. The vacancy may close early if a suitable candidate is appointed.

For questions:

Equality, Diversity & Inclusion
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