Location: Hybrid (Rugby caba office and remote)
Salary: £45,000 – £50,000 per year

Reports to: Head of Finance and Operations

Length: Permanent

We help those in the ICAEW community facing hardship and poor health get the support or advice they need so that they can manage their situation independently and confidently. Whether the results of an everyday situation or an exceptional circumstance, we’re here to ensure that no one suffers alone. 

Our values shape how we support our clients and each other: 

·       We do the right thing 

·       We make a difference 

·       We are dynamic 

·       We work best together 

As part of our evolving digital journey, the Digital Systems Manager manages and optimises our CRM including integrations with our website and other digital platforms. The purpose of the role is lead the management and development of the organisation’s CRM alongside other digital systems, ensuring they are developed, maintained, and optimised to meet business needs. The role combines system oversight, project delivery, and user engagement to drive continuous improvement, and a seamless user experience for those we support.

The role will develop and manage structured project work, problem-solving, and co-ordination with internal stakeholders to improve how systems are used day to day. It blends project management with hands-on oversight of our Microsoft Dynamics CRM. The role takes ownership of project timelines, budgets, and stakeholder engagement to ensure the successful delivery of digital initiatives.

The Digital Systems Manager is key to maintaining and evolving these systems to ensure they are well adopted, embedded across teams, and continuously improved. You’ll represent the needs of users, members, and service users - capturing and shaping enhancements that help caba get the most from its digital tools.

·       Working closely with our various technology partners who develop and maintain the CRM and Website, you will manage ongoing development, support and internal training of system users.

·       Serve as the main link between users, stakeholders, and technology partners, translating requirements into clear enhancement scopes and coordinating sprint planning and roadmaps ensuring expectations are aligned and managed.

·       Coordinate and track enhancements, configuration changes and small system improvements, supplier tickets, and day-to-day issue resolution.

·       Champion user experience, process alignment, and continuous improvement, ensuring systems are easy to use and deliver organisational value.

·       Develop and maintain high-quality documentation, covering requirements, configuration, workflows, deployment notes, and training materials.

·       Support project delivery activities, including project planning, RAID management, supplier coordination, and user acceptance testing.

·       Monitor and report on progress, risks, dependencies, and KPIs, providing monthly updates to the Head of Finance and Operations.

·       Support users through training, clear communication of changes, and development of a network of system champions.

·       Manage system access and security roles across CRM and related systems.

·       Support data validation, cleansing, and GDPR compliance, ensuring strong data hygiene and adherence to agreed processes.

·       Ensure data structures and data capture methods are consistent, compliant, and well documented.

·       Work with colleagues to improve data accuracy, completeness, relevance, and reporting readiness, promoting best practice in data management.

Where organisational needs develop, there may be opportunities for the role to expand to include greater involvement in CRM management, user requirements gathering, and coordination with technology partners.

·       Experience supporting users with CRM and website/portal functionality, including troubleshooting and training.

·       Experience managing or coordinating projects involving systems, data, or process change, using formal project management principles and tools (e.g., Prince2, Agile, Waterfall) or equivalent experience.

·       Experience gathering and documenting requirements clearly and translating them into actionable development or process improvements.

·       Strong organisational skills, able to manage multiple priorities and maintain discipline across tasks.

·       Confident communicator, able to influence and build consensus with stakeholders at all levels.

·       Analytical mindset, able to understand and explain processes, analyse data, and identify opportunities for improvement.

·       Experience with Microsoft Dynamics 365 or other CRM platforms.

·       Experience working in the membership or non-profit sector.

·       Understanding of data quality principles, reporting, and GDPR compliance.

·       Experience supporting users through digital change, promoting adoption, and embedding best practice workflows.

·       Pragmatic and calm under pressure.

·       Enjoys helping others and is patient with stakeholders at different levels of digital confidence.

·       Disciplined, structured, and methodical in approach, ensuring clarity, accuracy, and follow-through.

·       Naturally curious about how systems and processes work and where they can be improved.

·       Uses technology effectively to drive improvement, pairing technical understanding with strong interpersonal skills to engage, support, and influence colleagues.

·       Maintains trusted stakeholder relationships by being clear, honest, and constructive, confidently setting boundaries when needed.