JOB DESCRIPTION
Job Title:
CRM and Database Manager
Responsible to:
Director of Finance and Corporate Services
Location:
London
Introduction
Today more people than ever before are working together to create sustainable
change around the world. Despite this, there is much more work to be done.
Raleigh International connects communities wanting to improve their lives and their
environment with passionate people from around the world who want to take positive
action.
We believe that when local communities and young people work side by side to
create positive change, it empowers them. And it’s the energy and motivation of
empowered people that creates lasting change
Raleigh International is a sustainable development charity. We focus on working for
and with youth to inspire and make positive change in three areas: providing access
to safe water and sanitation, protecting vulnerable environments and building
livelihoods.
Our way of working to achieve impact in all of these areas is by engaging young
volunteers from around the world through two delivery programmes: Raleigh
Expedition and International Citizen Service (ICS), a UK government-funded
development programme that brings together young people from all backgrounds to
fight poverty around the world.
We operate in partnership with communities, non-governmental organisations
(NGOs) and governments in Malaysian Borneo, Costa Rica, Nicaragua, Nepal and
Tanzania. Since our foundation as a charity in 1984, Raleigh volunteers have
become a global community of more than 40,000 people committed to building a
sustainable future.
Overall Purpose of the Role
Raleigh’s reliance on quality information to ensure good customer service and a
comprehensive facilitated volunteer journey from first approach through to their return
from programmes around the world is key. We need an internal champion who can
ensure that all staff understand the importance of capturing and recording all
information that we get through all interactions with volunteers and alumni not just in
the UK but in all our operational countries. We need to improve the quality and
effectiveness of our data, so that we can be creative about ways to support the
volunteer and alumni journey.
Information Management Background
The charity uses NetSuite, a cloud based CRM and accounting software solution, to
record and report its management and financial information. The charity also uses
Jobscience (based on Salesforce) for the tracking of participants on the governmentfunded International Citizen Service (ICS).
Responsibilities:
The role is to support the end to end processing for volunteers on Expedition, ICS
and any other activities which we run in the UK and overseas, from recruitment to
alumni engagement.
1
The role is specifically responsible for:
1. Data integrity and effectiveness – ensure that data on both NetSuite and
Jobscience applications are effectively managed and consistent.
2. Data Protection compliance – ensure that Raleigh International is compliant
with current legislation.
3. Capacity building – identify training and support needs, design and deliver
programme to ensure individuals and teams have appropriate capacity.
Principle Accountabilities
Data Integrity and Effectiveness:
 Lead the production of a data strategy providing a clear vision on the data
needs of the organisation, data storage, analysis, security and privacy.
 Take a lead role in ensuring that data management is able to increase our
understanding and impact of our marketing and fundraising, improving
stakeholder journeys (volunteers, alumni, donors etc.).
 Work with staff to understand their data / analysis needs and devise the most
appropriate way to meet them.
 Undertake reporting to management as required, with a particular focus on
effectiveness of data within the business and utilising data driven reports to
inform decision making. .Improve categorisation mechanisms, such as
campaign, funding source and referral source to provide deeper analysis for
recruitment and fundraising teams.
 Arrange and oversee regular data audits and cleaning.
 Monitor, report and resolve functional and non-functional errors and problems
with the CRM systems.
 Follow up user updates in JobScience and ensure critical information is up-todate to enable processing of related payments.
 Ensure accurate records for ICS Volunteers are entered in Jobscience, and
for other volunteers in NetSuite, by the country staff.
 Maintain the relationship with the VSO IT section as sub-contractor to the
VSO ICS Contract Management Unit (CMU) and update database users for
any new changes. This relates to JobScience only
 Import all ICS volunteer data into NetSuite once they have been selected and
ensure any subsequent updates to JobScience are transferred.
 Carry out tasks in relation to any data discrepancy between ICS CMU and
Raleigh promptly and resolve by coordinating with the ICS CMU.
 Provide robust database support to users and volunteers ensuring
appropriate reports and queries are designed for individual and team users
 Coordinate the relationship with the external NetSuite support provider,
ensuring system updates are implemented, manage licenses and user
registrations and conduct regular status meetings.
 Liaise as necessary with Raleigh’s outsourced IT support provider.
 Work with web developers as necessary to develop and improve the links
between NetSuite and the Raleigh website.
Data Protection and Compliance:

Develop, implement and enforce a suitable and relevant Data Protection
Policy and ensure it is reviewed on an annual basis.

Provide information and guidance on the processing of all personal data.

Manage user access to ensure confidential data is only accessible to
authorised members of staff.

Undertake systematic Data Protection Act compliance audits in accordance
with the Information Commissioners audit tool, including any third party
premises where appropriate.
2


Assist with investigations into complaints about breaches of the act and
undertake reporting/remedial action as required. Maintain a log of any
incidents and remedial recommendations and actions.
Interpret and provide guidance to the organisation on forthcoming and actual
changes to relevant legislation on Privacy and the Data Protection Act.
Capacity Building:
 Provide induction training and ongoing support to users.
 Support staff to integrate the CRM system into office working practices,
particularly the recording of external communications and notes.
 Create training materials and user documentation, and maintain such
documentation as business needs evolve.
 Coordinate an internal user group from across the organisation to ensure
organisational cohesion of system development.
 Promote data protection awareness throughout the organisation by providing
training and written procedures that are widely disseminated and made
available to all staff.
Person Specification
Essential:
 Experience in the management of, and working with, a number of CRM
databases and the ability to learn new databases quickly.
 The ability and willingness to work across the organisation; to lead and
support staff to improve their working with the database and their focus on
data quality and integrity.
 Understanding of data protection and compliance.
 Understanding of integration of CRM systems and web based forms.
 Advanced Excel and general IT capability.
 Ability to communicate with, support and train non-IT staff.
 Outstanding levels of customer service.
Desirable:
 A degree, or equivalent qualification, in information systems design or
computer science.
 Experience or knowledge of NetSuite and / or Salesforce would be an
advantage.
 Experience of working with fundraising databases.
 Knowledge of HTML, PHP, WordPress and Java Script..
 SQL experience while not specifically required for NetSuite would be
beneficial.
Other Information
The holiday entitlement is 25 working days per year, plus 8 public holidays. Normal
office hours are Monday to Friday, 9.00 am - 5.00 pm though staff can vary their
start and finish times between 8.00 am – 4.00 pm and 10.00 am – 6.00 pm, although
weekend, early morning and evening working required, particularly to liaise with
countries globally.
Our Vision – the world we want to see
A global community working to build a sustainable future.
3
Our Mission – why we exist
To create lasting change through youth
Our Values – how do we behave?
Our staff believe in and live our values.
1. Find the courage:
We find the courage to step out of our comfort zone and create change.
2. Never give up:
We have the grit, determination and resilience to get the job done.
3. Open to discovery:
We are open-minded to trying new things and learn from one another.
4. Act with Integrity:
We act with honesty and respect, and we take responsibility for doing what we say.
5. Create Impact together:
We seek to maximise long-lasting impact in everything we do.
Safeguarding and Vulnerable Adults
Raleigh International is committed to ensuring the health, safety, welfare and
development of all young people with whom it works regardless of gender, age, stage
of development, disability, sexual orientation, religion, culture or ethnicity. All
participants who take part in activities organised by us should enjoy taking part in
these without fear of harm. We guide all staff and volunteers to show respect for and
understanding of young people’s rights and their safety and welfare and by so doing,
conduct themselves in a way that reflects our principles.
Anti-Corruption Policy
It is Raleigh International’s policy to conduct organisation business honestly, and
without the use of corrupt practices or acts of bribery to obtain or receive an unfair
advantage.
Raleigh is committed to ensuring adherence to the highest legal and ethical
standards of organisation conduct. This must be reflected in every aspect of the way
in which we operate. We must conduct all our dealings with integrity. Bribery and
corruption harms the societies in which these acts are committed and prevents
economic growth and development.
Any breach of Raleigh’s policy will be regarded as a serious matter and will be dealt
with under our disciplinary procedure. In serious cases, it may be treated as gross
misconduct leading to summary dismissal.
4