CRM Manager

Organisation: The National Trust for Scotland

Salary: £34,376 - £38,027 pro-rata, per annum

Location: EH11 4DF


National Trust for Scotland is a charity founded in 1931 to promote access and protection of Scotland’s natural and cultural heritage that’s in our care. Our vision is simple: Nature, Beauty and Heritage, for everyone.

Our work ranges from managing castles to coastlines, art to architecture, wildlife to wilderness, for everyone to experience today and in the future.

Under the Trust’s ten-year strategy, by our centenary in 2031, we want to be carbon neutral, making a significant contribution to how Scotland faces up to climate change. We are also committed to providing ways for everyone to experience wellbeing in our beautiful places, as well as bringing families and friends together in safe and meaningful ways to enjoy our heritage and create long lasting memories.

We are the largest membership organisation in Scotland and our charity receives support from 2,500 volunteers, over 320,000 members and thousands of visitors and donors. Our charity provides employment and skills development to over 1,500 people across Scotland.

As well as being driven by our purpose we are also guided by our Values: Brave, Caring, Inclusive, Vibrant and Curious. Standing up and being counted matters to us, as does supporting each other, including everyone, being engaging and always looking for new ways to achieve our mission.


A key directorate at the Trust is Customer & Cause which comprises a team of circa 40 people, supported by a strong set of external agency partners.

We are here to inspire more people to visit, join and donate to the Trust. We do this by managing marketing, communications, digital, membership and fundraising activity for the charity.

We are proud to look after over 320,000 members who help support our vital conservation work as well as experience the best of Scotland by being a member of the Trust.

The directorate works closely with our regional colleagues at our properties and outdoor places to support them in their activities. This work includes ensuring that the uniqueness of each place is well communicated as well as being presented in the context of the wider Trust brand and messaging.

The directorate is formally based at the Trust’s HQ in Edinburgh but the nature of most of our roles lend themselves to working flexibly in terms of location and we adopt a hybrid working approach.


The Membership Team is one of the four teams in the Customer & Cause directorate: Membership, Marketing, Fundraising and Communications.

The Membership Team manages the recruitment of new members, maximising engagement and connection that members have with our cause and ensuring that members remain with us and have a long-term relationship with our charity. The Team is keen to inspire members to increasingly deepen their relationship with the Trust by continuing to contribute via membership, make additional donations, signing up to be a volunteer, or helping to support us in other ways.

Naturally this role will involve close working with digital product experts and technical colleagues in IT and our colleagues in finance to manage our CRM system and the interconnections it has to other systems across out networks.


Supporters’ data management is an essential part of how the Trust maintains and services relationships, encouraging future support and providing insights that support strategic development and prioritisation of opportunities. The role is responsible for the Customer Relationship Management system (Microsoft Dynamics) and that data held within it. The role must ensure strong controls and governance of data are in place, as well as maximising data quality to aid data analytics. The role has operational management of the system and will work with our third-party developers (DXC) to fix bugs and develop system advancements in line with user requirements. The role supports the servicing and growth of membership and fundraising and will provide advice and support to other departments across the Trust on data usage.
It should be noted that this role is a fixed term contract due to an upcoming project to upgrade our current system and provide new features with the view that this role will be made permanent. In the meantime, limited development to advance our current system will be made whilst we work towards development and implementation of a new Dynamics vertical. This role would be involved in this new project.


• Data Plan – Lead on a clear plan for how the Charity can maximise the way it collects, understands and uses data across it membership and fundraising operations and at times, other departments at the Trust.

• Data Management – Day-to-day management of the CRM ensuring there are agreed policies and processes in place for its use and will act as the system controller, working with the DPO and data users to ensure data compliance at all times.

• Maximisation of data gathering – Responsible for enhancing the ways in which we gather data from our visitors, members and donors and will provide advice and support on new data points for collection ensuring all data can be effectively stored within the CRM.

• Platform development – Working with internal stakeholders, you will be an advisory for the data implications of enhancements to supporter journeys or product development and will be able to brief in requirements to our IT team for developments to enable these enhancements to land, should they impact CRM.

• Wider systems considerations – You will manage the integration between CRM and other organisational systems such as EPOS (property till system) and F&O (finance system) ensuring that integration is effective

• System fixes and upgrades – You will manage periodic testing programmes for upgrades of our CRM and coordinate the testing approach and will be responsible for managing our fix jobs and prioritising our third-party developers job list.

• Training materials and events – You will keep training materials and user guides up to date for matters and will support colleagues with their training needs.

• Data imports and exports – You will be responsible for ensuring consistent practice for data pulls and reporting. Where we are required to share data with third parties, such as a fulfilment agency, you will ensure we have the best technical solution in place to achieve this task and minimise data security issues.

Key Skills/Experience:
• Extensive experience in data management and processes
• An understanding of data architecture and end to end data flows
• Ability to explain technical specifications to non – technical users
• Strong experience of using a CRM system, ideally Microsoft Dynamics
• Previous experience of bug fixes and integration between systems
• Detail-orientated but be able to recognise big picture and the impact change might make to various integrations and data points.
• Ability to manage multiple projects and changing priorities, multi-tasking, working under pressure to strict deadlines and problem solving
• Experience of working with IT , tech providers and developers and have the ability to communicate requirements in a meaningful way
• Experienced Microsoft Dynamics Power BI / data warehouse platforms
• Strong analytical skills and experience of working with large volumes of data
• Creative thinker with a track record in defining and delivering solutions to business problems
• Advanced Excel skills
• A demonstrable interest in Scotland’s heritage
• Experience working with third sector organisations
• System change management and new implementation of systems


To Apply for this role, please contact Aimee Ryder at Eden Scott –

Application Deadline: Friday 17/02/2023