The Passage
Database and Insight Manager
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Location: Westminster, London
Contract: Permanent, Part-time
Salary: £33,376 per annum for 32 hours per week over 4 days, based on an FTE salary of £41,720 per annum (NJC Scale Range 27–29) inclusive of London Weighting, pension and other benefits.
Hours of work: 32 hours per week, over 4 days (8hrs per day)
Annual leave: 35 days including bank holidays / Statutory Holidays (pro-rata for part time)
Closing Date: Monday 10th August 2026
About the role
This is a pivotal role within The Passage’s Fundraising Team, created to help support the transformation of our supporter data systems and ensure we become a more data informed, insight driven organisation and fundraising team. You will be the main contact for the fundraising CRM working with the fundraising team and other teams within The Passage such as finance and IT to ensure the smooth running of all systems and processes.
As the dedicated data and CRM Manager for Fundraising and Communications, you will support colleagues with reporting, analysis, campaign set-up and selections, and data strategy. Your work will ensure our data is accurate, accessible, and GDPR-compliant, enabling smarter decision-making, improved supporter journeys, and to help grow income. You will also be working with the Marketing and Communications team to implement email soft opt-in for our supporters. This is a unique opportunity to shape how we use data to engage, retain, and grow our supporter base at a time of exciting change.
Main duties
Fundraising CRM Project Leadership
- Manage and maintain the current Salesforce system, ensuring it remains functional, accurate, and fit for the purposes of stewarding donors and maintaining accurate records of donations
- Act as the day-to-day lead for the CRM system within the Fundraising and Communications team, ensuring it meets team needs and supports strategic goals.
- Document workflows, integrations and processes to ensure the long-term sustainability and usability of the system for vital processes such as donation processing and gift aid
- Work with IT and the fundraising team to evaluate onboard 3rd party platforms to support fundraising initiatives. Ensure any changes are approved with senior stakeholders and documented.
- Be a custodian of GDPR within the Fundraising team and be the main point of contact with The Passage’s Data protection lead and ensure all policies and procedures are up to date and in line with current fundraising regulations.
CRM and Data Management
- Work collaboratively with the IT team and procurement team as the fundraising representative to recommend improvements to the current CRM and any other related projects.
- Maintain and improve the quality of supporter data through regular cleansing, deduplication, and tagging to ensure accuracy and GDPR compliance.
- Ensure ongoing system performance and data integrity by embedding data hygiene routines and best practices.
- Work with the Finance team to support integration between the CRM and finance systems for seamless donation and income reporting.
- Working with data flows and setting up integrations, ensuring the system runs smoothly on an ongoing basis, making updates, troubleshooting issues whilst maintaining data consistency.
- Work on system migrations and leading on maintaining proper process structures and documentation during those transitions. Keep track of installed packages, security keys, and their passwords and related administrative processes.
- Be responsible for all data imports from our 3rd party platforms, ensure that data is uploaded in line with regular upload schedule in an accurate manner.
- Work with the Marketing and Communications team to help implement soft opt-in
- Manage one database volunteer to complete database tasks.
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Data Selections, Segmentation and Campaign Support
- Collaborate with the Fundraising team to perform targeted data selections for appeals, newsletters, stewardship journeys, and events.
- Develop and maintain segmentation structures and logic to support personalised supporter journeys and strategic targeting.
- Work closely with the Marketing and Communications team to provide campaign-ready data for fundraising, advocacy, and engagement activities.
Reporting and Insight
- Design, build, and maintain dashboards and reports that provide real time insight into fundraising performance, donor behaviour and campaign results.
- Create and deliver regular and ad hoc fundraising analysis to inform strategic decisions and performance tracking.
- Proactively identify opportunities to improve donor retention, upgrade journeys and lifetime value through data driven insight.
Cyber Security
- Work closely with the IT team to manage security/GDPR of the Fundraising CRM
- Develop knowledge in this area and undertake training as required.
Other Duties
- Provide ad-hoc administrative support to the Fundraising and Communications team.
- Support and attend fundraising events as required.
General responsibilities
- Stay up to date on policies/news/regulations relating to the role
- Work with the Supporter Engagement Officer on shared tasks and provide reports as required and troubleshoot any issues
- Proactively flag any data integrity issues with Line Manager and help develop action plans as required.
- Participate in internal/external meetings as required, and attend training events, conferences and other functions as necessary.
- Participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs.
- Ensure that all The Passage’s policies and procedures are adhered to and contribute to the effective implementation of The Passage’s Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults.
- At all times, undertake your role in a professional manner maintaining a high-quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage and uphold standards expected by The Fundraising Regulator
- Undertake any other duties that may be required which are commensurate with the role.
- In conjunction with your Line Manager, continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage.
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Desired experience
This person specification sets out the essential abilities and qualities which are used in the selection criteria for the post. When completing your supporting statement please address criteria E1 to E10 and K1 to K9, giving evidence of your experience and abilities and demonstrating your understanding and knowledge.
- E1 Experience of using a database to accurately enter and manage data
- E2 High level skills related to data management and handling
- E3 Working extensively with Fundraising CRM system
- E4 Implementing policies and procedures
- E5 Running reports and analysing data.
- E6 Understanding of data protection and GDPR principles
- E7 Working with Salesforce, ideally with Administrator certification. (Desirable)
- E8 Experience supporting or leading database/system improvement projects, including implementation or migration (Desirable)
- E9 Experience of onboarding 3rd party platforms with GDPR compliance and collaboration with IT
- E10 Experience of working in the charity sector (Desirable)
Desired knowledge
- K1 Ability to prioritise and organisational skills, remaining calm under pressure
- K2 Team working skills with a positive and collaborative approach.
- K3 Interpersonal and communication skills, both verbal and written.
- K4 Standards and procedures for payment card processing, electronic payments (e.g. BACS, bank transfers), banking and handling cash securely.
- K5 Individual giving and/or other types of fundraising.
- K6 Up to date knowledge of GDPR compliance and soft opt-in
- K7 Relevant regulations, legislation and professional codes of practice.
- K8 IT proficiency, especially Excel, Word and Outlook.
Above all we are looking for inspiring and committed individuals who have a genuine desire to support people, and to help them to rebuild their lives.
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