We exist to improve the lives
of everyone affected by epilepsy

CRM Project Manager

Job title:

CRM Project Manager

Job location:

New Anstey House, Gate Way Drive, Yeadon, Leeds, LS19 7XY



Responsible to:

Deputy chief executive

Direct reports:


Indirect reports:




Hours of work:

34.5 hours per week within normal office hours
8.00am - 6.00pm
The post may require occasional evening and weekend work for which flex time or time off in lieu is usually given

Holiday entitlement:

25 days per annum

Other benefits:

Optional contributory pension plan

2 x salary death in service benefit

Other terms & conditions:

12 – 15 months contract (with possibility of extension)

These are set out in Epilepsy Action’s Terms & Conditions of employment

Salary (2017):

£33,799 gross per year

Role purpose

Epilepsy Action is about to implement a new CRM system. The overall objectives are to implement a system to support Epilepsy Action in developing the organisation’s activities, maximising integration with digital technologies to provide more seamless and personalised experiences; and to enable the organisation to enhance reporting on outcomes as well as outputs. The implementation of an organisation-wide system will involve changes in processes to meet these objectives as well as to achieve greater efficiencies. The associated change will require training and support for all staff in the new processes which will be supported by the new technology.

The supplier and platform of the new system has been reduced to a shortlist of three through a comprehensive selection process with the final supplier and system expected to be finalised in February 2017. During the supplier selection process an outline requirements document was developed for tendering purposes. The detailed deliverables and precise specification for the work to be delivered will be developed once a supplier has been appointed.

The current database system, ProgressCRM, has supported Epilepsy Action in the administration of membership, advice and support, individual giving and income processing for over 18 years; however, as staff have found that ProgressCRM is limited, they have developed spreadsheet and alternative systems to support their work. In parallel, use of digital technologies has placed additional demands on the database system. The investment in a new CRM system will replace the current ProgressCRM database, as well as the various spreadsheets and other paper records that staff and volunteers have developed. It will include integration with the website(s) and Sage accounting system. Epilepsy Action will wish to give supporters who do not have access to electronic systems the option of communicating in more traditional paper-based ways.

This will be a significant project for the organisation, involving staff from all the teams as well as potentially volunteers. There is high-level commitment to the change and change management activities will be crucial in ensuring engagement and momentum throughout. The implementation is likely to be carried out in stages to enable Epilepsy Action to control the work and achieve early benefits.

The purpose of the role is to lead and facilitate the work of staff, stakeholders and suppliers to ensure the successful specification, development, testing and implementation of a new contact relationship management system for Epilepsy Action. It is to support staff to engage with the project and identify and adopt changes to work processes. The role will manage all required delivery stages for the design and implementation of the new system, and all associated process change. It is to ensure the project delivers the stated objectives in time, budget, quality and approach.

Principal duties and responsibilities

These include the following:

1) To manage the delivery of the CRM project on a day to day basis including;-

  1. Working with staff and the system supplier, deliver a successful implementation of the new CRM system
  2. Ensure the CRM project is managed within controlled but practical frameworks, pro-actively managing budget, risks, issues and opportunities throughout the project life-cycle
  3. Support the Steering Group in achieving the project’s aims and anticipated benefits, managing the governance structures and ensuring effective decision-making and appropriate sign-off at all relevant stages
  4. Develop and manage appropriate project documentation including plans, product descriptions, communications plan, risk register, issues log
  5. Engage all relevant parties, including staff and volunteers as appropriate, to ensure that they understand, and are equipped, to deliver their role and commitment to the project
  6. Manage the supplier relationships to ensure delivery on budget, on time and to the agreed scope and quality measures
  7. Lead and facilitate internal workshops for CRM in co-operation with the system supplier
  8. Provide support to staff in managing the data migration
  9. Manage the transition to the new processes with staff including developing and managing the training programme
  10. Management of the project budget
  11. Capture learning throughout the project
  12. Deliver project closure

2) To support change management

  1. Develop and implement an engagement strategy
  2. Developing, implementing and updating a communications plan that raises awareness of; the need for change; the business benefits; and the customer outcomes the new system will offer
  3. Support staff and managers to understand and deliver the changes to business processes, systems and technology and work programmes resulting from the CRM project.
  4. Ensure regular organisation wide updates on project progress face to face and via the intranet.
  5. Ensure each team area is sufficiently prepared for the impact of the new system as and when they are ready to ‘go live’
  6. Ensure there is sufficient support available for the new system to operate in ‘business as usual’ state
  7. Working with line managers and staff where resistance emerges
  8. Develop a feedback mechanism that encourages communication, enables escalation of issues and speedy senior manager decisions and responses
  9. Delivering workshops, briefings, presentations, training adapted to needs of specific groups

3) Other

  1. Act as an ambassador for Epilepsy Action by representing the association at external events as necessary.
  2. Consistently upholding the standards of the organisation by both word and example.
  3. Ensure all work meets the Association’s quality standards.
  4. Ensure all aspects of work comply with health and safety, equal opportunities and other legislation and established Epilepsy Action procedures.
  5. Ensure all work is accessible and that the charity’s commitment to diversity and equal opportunities is planned into all work in a relevant and effective manner.
  6. Any other duties reasonably required which may from time to time fall within the scope and responsibility of the post.

4) Epilepsy knowledge and advice and information provision.
Level A (see Policies and Procedures for more detail)

  1. Expected to have or gain a basic understanding of epilepsy.
  2. If approached by anyone requiring advice or information about the condition the post holder should not provide advice or information but they should signpost that person to the association’s Advice and Information Services.

5) Organisational understanding

  1. Expected to have or gain in depth understanding of the association’s services and strategic aims.

Person specification

Experience and Qualifications


  1. Experience of successfully delivering IT implementation project or ideally a large-scale platform or cloud based CRM implementation projects. Ideally in the not for profit sector, including managing budgets and contracts
  2. Experience of working with a wide variety of stakeholders to successfully deliver projects
  3. Experience of developing and maintaining excellent on-going relationships with third-party suppliers
  4. Strong understanding of CRM strategies and business factors that contribute to CRM success
  5. Formal project management certification(e.g. PRINCE2, Agile) and/or demonstrable knowledge of the systems development life cycle (SDLC) and methods, with the ability to adapt and adopt best practices pragmatically
  6. Excellent computer literacy, including extensive knowledge of CRM and associated technologies

Skills and Abilities

  1. Ability to communicate effectively, in one-to-one situations, small groups and before larger audiences, including facilitating workshops and group meetings
  2. Excellent interpersonal skills at all levels and with technical and non-technical audiences
  3. Experience of influencing, convincing or negotiating with others in a way that results in acceptance and behaviour change
  4. Strong analytical and business skills with the ability to think strategically as well as to manage detail, and to know when each is important
  5. Ability to approach problems in a structured way, and find innovative solutions
  6. Ability to prioritise workload, and to organise time and resources effectively; creating detailed plans and supporting documentation, and prioritising the activities needed to drive the project forward
  7. Ability to demonstrate drive and commitment and a positive approach to overcoming project set-backs

Additional Criteria


  1. A demonstrable understanding of and a commitment to Equal Opportunities including the needs of different social, cultural and disability groups.


Application forms

Please send electronic applications to recruitment@epilepsy.org.uk and printed applications to Recruitment, Epilepsy Action, New Anstey House, Gate Way Drive, Yeadon, Leeds LS19 7XY

Epilepsy Action is an equal opportunities employer and is committed to the training and development of its staff.

Epilepsy Action is a Disability Confident employer. We encourage applications from disabled people. We will interview all disabled applicants who meet the essential criteria in the person specification.

Event Date: 
Friday 6 January 2017 - 15:43

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