CRM Product Owner

Role purpose:

ShelterBox is striving to provide outstanding information systems and technology that will maximize our fundraising and operational capability in this digital age. ShelterBox has recently implemented a new industry leading CRM in order to strengthen our global fundraising capability, enable advanced analytics and improve relationship management for the entire organisation.

This exciting new role will enable the CRM benefits to be realised by all supporters, stakeholders and ShelterBox beneficiaries. The Product Owner is responsible for making sure the CRM meets the needs of the department/users, encompassing all aspects including user training, data quality, process improvements and new development.

Who are we looking for?

We are looking for an enthusiastic individual with excellent communication skills and the ability to work with the full range of stakeholders. The ideal candidate will develop a strong understanding of ShelterBox’s values and business processes. Initially this is not a technical role however you are expected to gain a good conceptual understanding of the CRM and how it integrates with our other core business systems.

As Product Owner you will work in our Fundraising & Communication Team taking responsibility for the ongoing development of ShelterBox’s CRM – Blackbaud CRM (BBCRM). You will first focus on developing a good understanding of BBCRM current use cases whilst building your product knowledge. Following this you will quickly move to become the primary interface to our key business users as you drive BBCRMs ongoing development in the UK and internationally.

You’ll be responsible for running user and stakeholder workshops, documenting requirements / user stories and working in collaboration with the IT and PMO team to deliver these stories. You will own the user story backlog – assessing business benefit and value of each story, prioritising (challenging as needed), and regularly engaging with existing users to identify any processes that could benefit from development.

ShelterBox is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment. We are committed to employment equity and actively encourages LGBTQ+ applications, disabled applicants, and Black, Asian and Minority Ethnic (BAME) candidates.

Duties will include but not be limited to:

• Act as Product Owner of BBCRM, manage, own, and prioritise the BBCRM backlog of work, actively work in and contribute to an Agile delivery framework.
• Engage with all departments, services, and the international teams to define their requirements and assist them in identifying and fulfilling gaps and opportunities.
• Build strong relationships with all information and technology users, developers, teams that will enable them to maximise their use of BBCRM related systems.
• Work in collaboration with the Blackbaud support team, consultants and account managers to maintain, promote new features and support the system.
• Develop a sound and strong understanding of the organisations systems and processes, and their relationships.
• Configure BBCRM where possible and release new features following an agreed release and change process. Where developer skills are required these changes will be coordinated through you.
• Co-ordinate requests from ShelterBox’s international fundraising teams to ensure that we are matching the UK configuration and that we are building consistent solutions.
• Contribute strategic input into cross cutting information and technology projects.
• Promote the use of BBCRM to support the on-going development of the organisation’s strategic objectives and help position data and insight at the heart of our decision-making processes.
• Promote the use of BBCRM and technology throughout the organisation.
• Contribute to the development and delivery of a training programme for the CRM, working in collaboration with IT and Subject Matter Experts.

Other responsibilities

• Any other duties as required which are deemed appropriate to the level and grade of the post.
• Keep up to date with industry trends and developments;
• Represent ShelterBox in any capacity as required;