CRM and Data Officer

£28,000 - £36,000

Are you ready to use your data and reporting expertise to back Indigenous people and protect the world’s rainforests?

We’re looking for a CRM and data professional to manage and improve our Salesforce system and help colleagues make effective use of organisational data.

You’ll be the main point of contact for Salesforce, maintaining the CRM, supporting users, improving data quality and producing useful reports and dashboards. You’ll also support fundraising and marketing teams with data analysis, segmentation, Gift Aid processes and campaign reporting.

You’ll help ensure that supporter data is handled appropriately and in line with GDPR and relevant charity-sector requirements. You’ll also support the maintenance of integrations between Salesforce and other systems, identifying opportunities to simplify processes and improve how we work.

About Cool Earth

Cool Earth is a climate charity that protects the rainforest by supporting the people who live there. We have been working alongside local and Indigenous rainforest communities for over 15 years in the three largest and most important rainforests in the world, the Amazon, The Congo Rainforest and the Papua New Guinea Rainforest. Indigenous and local communities have been protecting the rainforest for thousands of years, but unfortunately are now facing a humanitarian crisis, lacking necessities like safe drinking water, infrastructure, healthcare, and stable incomes.

This makes rainforest communities vulnerable to exploitation by illegal loggers and extractive industries, who pressure them to sell their land. Once these industries take over, Indigenous peoples are displaced, losing their ancestral homes, culture, and traditional ways of life, and the rainforest is destroyed. Without these forests to regulate the earth’s temperature the climate crisis will only worsen. So what do we do to help?

By working in collaboration with these communities we help support their livelihoods, improve health, sanitation and education and provide tech to help monitor their rainforest. Our main programme involves giving direct unconditional cash to rainforest communities so that they can decide how best to use it in order to improve their quality of life. Rainforest communities can only defend their land from illegal loggers and greedy land grabbers when they themselves are resilient and strong. We help them get to that point., In a nutshell: supporting the organisation to improve supporter experience as well as measure and demonstrate its fundraising and marketing impact. This includes, * Act as the primary point of contact for Salesforce and provide day-to-day support to colleagues.

• Maintain and improve Salesforce configuration, supporter records, campaigns, segmentation and fundraising processes.
• Manage user access, permissions and routine CRM administration.
• Identify and resolve day-to-day CRM issues and escalate more complex technical issues where appropriate.
• Support colleagues to use Salesforce confidently through guidance, training and documentation.

Data quality, reporting and analysis

• Maintain accurate, consistent and reliable supporter data through regular cleansing, deduplication and data-quality checks.
• Create and maintain Salesforce reports and dashboards for different teams and audiences.
• Analyse CRM and campaign data to identify trends, provide insight and support fundraising and marketing decision-making.
• Support accurate tracking and reporting across relevant systems and channels.

Integrations and systems

• Support the day-to-day operation of integrations between Salesforce and relevant third-party systems.
• Work with internal and external stakeholders to troubleshoot integration and data-flow issues.
• Identify practical opportunities to simplify systems, reduce unnecessary connections and improve processes.

Compliance and Gift Aid

• Act as the first point of contact for data protection enquiries, managing responses to external queries and complaints.
• Support the organisation to maintain accurate and compliant supporter data and contact preferences.
• Follow and help embed GDPR and data protection requirements within CRM processes.
• Support Fundraising and Finance with accurate data and processes for Gift Aid claims.
• Carry out routine checks and flag data protection, security or compliance issues to the appropriate colleague.

Continuous improvement

• Identify practical improvements to CRM processes, reporting and data management.
• Work with colleagues to understand their needs and implement improvements that make systems easier and more effective to use., Cool Earth is committed to keeping the IPLCs we work and engage with safe from any harm that could be caused by coming into contact with our organisation. This includes potential harm arising from the conduct and behaviour of staff, partners, or affiliates of Cool Earth, or the design and implementation of our programmes and activities.

We maintain a strict zero-tolerance approach towards any attitudes, behaviours or actions that put others at risk of harm.

Therefore, all offers of employment are subject to satisfactory references and appropriate screening checks as per the Misconduct Disclosure Scheme. For more information see our Job Applicant Privacy Notice.

• Confident managing Salesforce
• Comfortable analysing data and producing reports
• A good problem-solver with strong attention to detail
• Organised and able to manage your workload effectively
• Strong external and internal stakeholder management experience
• Helpful, collaborative and committed to providing excellent support, * 1-3+ years hands-on experience with CRM administration, preferably Salesforce, and familiarity with its non-profit data models NPSP or NonProfit Cloud a plus advanced Excel skills and the ability to interpret data to identify giving trends.
• Experience maintaining CRM records and improving data quality.
• Experience creating Salesforce/CRM reports and dashboards.
• Ability to identify and resolve day-to-day CRM issues.

Data & Reporting

• Oversee analytics and tracking tools (e.g. Google Analytics, Tag Manager, website reporting, CRM reports, One Trust) to ensure accurate data collection and effective campaign setup for measurement. And use these tools to produce reporting and analysis to support fundraising and marketing decisions.
• Experience analysing and presenting data.
• Good understanding of data quality and information management.
• Ability to produce accurate reports for different audiences.

Systems & Process Improvement

• Experience identifying opportunities to improve systems or processes
• Experience supporting colleagues to use systems effectively.

Compliance

• Sound understanding of data privacy laws and charity sector best practices regarding Gift Aid and donor contact preferences.
• Experience supporting GDPR compliant data collection and reporting.

Communication and Teamwork

• Able to explain technical information clearly to non-technical colleagues.
• Builds positive working relationships across teams.
• Confident in providing training and day-to-day support.
• Works collaboratively to solve problems and improve ways of working.

As well as using your career as a force for good, there are loads of reasons why Cool Earth is a great employer.

• Flexible Working - we work flexible hours with the opportunity to work from home, the office, or even overseas.
• Mental Health & Wellbeing - our EAP offers a 24/7 helpline, counselling services, and self-guided mental health programmes for you and your family.
• Learning & Development - every employee has a L&D budget, plus organisation-wide workshops and trainings.
• Time Off - we offer generous and enhanced time off policies including holiday, sickness, medical and family leave.
• Support Good Causes - you can take extra time off work to volunteer for good causes and donate to other charities tax-free through our payroll giving scheme.