This vacancy has now closed

CRM Process Analyst and Implementation Lead

  • Full time
  • £37,870 – £40,501
  • Glasgow or Edinburgh with some remote working (Hybrid)
  • Closing 3rd April 2024

  • Advertised from 21st March 2024



Are you someone who genuinely wants to make a difference? Are you motivated by transformational change? Have you experience in improving processes and creating successful business systems? If so, we want to hear from you!

This is a vital and exciting role that will allow the award winning fundraising team at Children’s Hospices Across Scotland (CHAS) to rethink and change how we use the CRM and the associated processes as we look ahead to the next decade of fundraising.

This multi-disciplinary role will work as part of a small team providing specialist technical expertise to manage the CRM development. You will be responsible for reviewing all existing CRM process to ensure they are appropriate for the new system as well as managing the implementation of integrations with the CRM and third party applications.

Key responsibilities

  • Lead the analysis and development of existing processes to support the growth ambitions of CHAS and align with the move to an updated version of our current CRM.
  • Research, propose and develop changes to policies, services and processes
  • Train and support colleagues in the move to our updated CRM
  • As a process improvement expert you have freedom to act to address issues identified without reference to line manager working within change control and risk management mechanisms

About you

You will have knowledge of fundraising CRMs and experience in process analysis and change. You will be an excellent project manager and communicator with a proven track record in managing system integration projects.

  • Experience in implementation as a functional lead, CRM and fundraising systems or equivalent
  • Demonstrable experience of process analysis, process improvement and resolving complex issues
  • Highly effective team working skills, with an ability to collaborate with others and develop strong and effective working relationships across an organisation
  • Excellent communicator with a friendly manner
  • Meticulous approach to planning and excellent attention to detail
  • Accountable for self, actions and decisions

Application notes

At CHAS, staff and volunteers work together as one team, focused on the common goal of reaching every family in Scotland who needs our support. We have a 3:1 ratio of volunteers to staff members in CHAS. All CHAS staff will at some point work with or alongside volunteers and will be expected to support volunteers.

Our ambition is to reach every family in Scotland who is living with the heart-breaking prognosis that their child is dying, and offer them our care and support to empower them to make the most of the short time they have together because no-one should face the death of their child alone.. As CRM Process Analyst and Implementation Lead, you will be instrumental in achieving this vision.

This is a temporary post for 18 months.

More information about the role can be found on our website.

For an informal chat about the position, please contact Peter Macfarlane, Head of Supporter Engagement at

For any queries regarding the recruitment process, please contact our HR Team by emailing

To be part of the future of CHAS, click apply and complete our online application form. Please note that we are unable to accept CV’s.

This post is subject to a Disclosure Scotland Protection of Vulnerable Groups (PVG) check.