Ronald McDonald House UK
CRM Data Delivery Lead
England
Posted 1 day ago
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This is a 12-month fixed term contract.
Role Purpose
Ronald McDonald House UK is seeking an experienced CRM Data Delivery Lead to support the continued development and improvement of Microsoft Dynamics 365 Customer Engagement. This role will provide structure, pace and clarity to high-priority CRM work, helping the organisation improve processes, strengthen data quality, define clear requirements and deliver practical CRM improvements that support colleagues, supporters and the families we serve.
Working closely with colleagues across Engagement, Fundraising and Marketing, Operations, Finance, Data and Technology, the postholder will translate business priorities into clear product decisions, delivery plans, requirements and measurable outcomes. They will play a key role in improving how Dynamics 365 CE is used across the organisation, ensuring CRM changes are well understood, well governed and aligned to business need.
Key Responsibilities
CRM product ownership and delivery management
- Own and maintain the Dynamics 365 CE product backlog, ensuring items are clear, prioritised, governed and connected to business outcomes.
- Apply product management discipline to CRM decisions, including value assessment, prioritisation, minimum viable product definition, acceptance criteria and benefits tracking.
- Manage CRM work from discovery and requirements through to design, build coordination, testing, release, adoption and review.
- Develop clear, proportionate project plans for priority CRM improvements, including milestones, dependencies, risks, decisions and responsibilities.
- Coordinate delivery across business stakeholders, Data, IT and external partners, ensuring progress is visible and blockers are escalated appropriately.
- Ensure proposed CRM changes are assessed for process, data, reporting, security, privacy, integration and operational impact before delivery commitments are made.
Business analysis and process improvements
- Plan and facilitate discovery, prioritisation and process improvement workshops with fundraising, supporter engagement, finance, operations and data stakeholders.
- Map current and future CRM-enabled processes, including roles, controls, exceptions, data capture points and reporting needs.
- Identify where processes should be simplified, standardised or redesigned before system changes are requested.
- Produce clear requirements, user stories, acceptance criteria, functional specifications, process maps and decision papers.
- Challenge unclear, conflicting or low-value requirements and support stakeholders to reach practical, evidence-based decisions.
- Support user acceptance testing, business readiness, communications, training input and adoption planning.
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CRM performance, data requirements & governance
- Work with business owners to define practical CRM performance measures for agreed priority processes, including definitions, data sources, ownership, reporting frequency and intended use.
- Translate KPI and reporting needs into actionable Dynamics 365 CE data requirements, capture rules, validation checks and reporting specifications.
- Identify data quality issues that may affect reliable CRM reporting and agree proportionate remediation, prevention and ownership controls.
- Ensure CRM process and reporting changes consider privacy, lawful processing, retention, access control, auditability and downstream reporting impact.
- Support clear and traceable decision-making and change control.
Stakeholder and supplier coordination
- Build trusted working relationships with colleagues across the organisation and translate operational needs into clear CRM priorities and delivery decisions.
- Act as the client-side bridge between business teams, Data, IT and Dynamics 365 CE delivery partners.
- Provide suppliers with complete, prioritised and testable requirements.
- Review and challenge proposed designs, assumptions, estimates and sequencing where needed.
- Chair or support CRM working groups, backlog reviews, delivery check-ins and decision forums.
- Communicate delivery status, constraints, risks, decisions and trade-offs clearly to senior and non-technical stakeholders.
Documentation, adoption and handover
- Create and maintain clear product, process, requirements, decision, testing and performance documentation.
- Support adoption by ensuring process changes are understood, practical and owned by the relevant business areas.
- Transfer knowledge to permanent team members throughout the engagement, including backlog structure, decisions, process maps and performance definitions.
- Recommend improvements to CRM ownership, governance, change control, product management and longer-term resourcing
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Experience & Capability
Essential
- Substantial experience as a Business Analyst, Product Owner, CRM Product Manager or Delivery Lead working with Microsoft Dynamics 365 Customer Engagement.
- Strong business analysis capability, including stakeholder discovery, workshop facilitation, process mapping, requirements definition, user stories and acceptance criteria.
- Experience managing CRM product backlogs, prioritising competing demands and taking work from idea through to delivery and adoption.
- Experience improving CRM-enabled business processes.
- Experience defining CRM data requirements, performance measures and reporting needs.
- Ability to understand Dynamics 365 CE configuration, data structures, workflows and integrations sufficiently to shape practical business requirements and challenge delivery proposals.
- Experience coordinating work across business stakeholders, data teams, IT teams and external CRM delivery partners.
- Strong written communication skills, with the ability to produce clear, decision-ready documentation for senior and non-technical audiences.
- Ability to work independently, create structure quickly and make proportionate recommendations in an environment with competing priorities.
- Charity or not-for-profit sector experience, particularly within fundraising, supporter engagement, events, regular giving or income operations.
Desirable
- Understanding of supporter records, donations, Gift Aid, campaigns, appeals, events, regular giving, consent and preference management.
- Experience designing KPI or performance management frameworks for CRM, fundraising, supporter journeys or operational processes.
- Experience with Dynamics 365 CE used alongside online donation platforms, websites, marketing tools, finance systems or Power BI.
- Practical familiarity with Power Platform capabilities where these support CRM process improvement, automation or adoption.
- Experience improving CRM governance, product ownership or business readiness where requirements, ownership or documentation have previously been limited.
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Skills
Microsoft Dynamics 365 Customer Engagement
Business Analysis
Product Ownership
CRM Delivery Management
Process Mapping
Requirements Definition
User Stories
Acceptance Criteria
Stakeholder Management
Product Backlog Management
User Acceptance Testing
Data Governance
KPI Definition
Workshop Facilitation
Power Platform
Project Planning
Location