Insights & CRM manager

Salary: 38-40k depending upon experience 
Location: Head office based, with flexibility
Reporting to: Head of marketing and membership experience
Reference: ICRMMJAN24
Closing date: 19 February 2024

Role information

BASC is seeking an experienced insights and CRM manager to join our team. We are based close to Chester and have offices across the UK.

We are implementing a new CRM system, and this is an exciting time to join us. We want to continue to provide our members with a great experience, so you will need to demonstrate how you have used analytics to generate insights to improve membership experience and inform the development of new products and services.

You will be our CRM product owner responsible for change management and prioritisation of future upgrades, changes and developments.  We need you to have good experience in the use of analytical tools across multiple marketing channels such as Click Dimensions, Google Analytics and Orlo to support our strategic marketing decision making.

You need to demonstrate great relationship building skills and enjoy working with stakeholders to share information and insights while demonstrating an ability to effectively influence outcomes.

We want someone who wants to make a difference to join our team in a membership organisation where our customer service matters.

Our vision

Fight for sustainable shooting and conservation of the countryside.

Key accountabilities and responsibilities

Expert in the use of analytical tools across multiple marketing channels such as Click Dimensions, Google Analytics and Orlo to support strategic marketing decision making.

Management of the CRM supplier relationships including support contracts and tickets.

Management of CRM permissions and access to ensure data access is only relevant to the role.

Training and supporting all BASC staff using CRM.

Analysis and mapping of competitors, e.g., Countryside Alliance, Woodland Trust, National Trust, Shooting Times etc. to support the development and delivery of the membership strategy.

Membership profiling including geo-location, firmographics, Mosaic etc.

Generate insights to improve membership experience and the development of new products and services. Analysis of data and translation into easy-to-understand insights and recommendations to support the head of membership experience, senior management team and executive committee in the development of operational and strategic plans and activities.

Gather and analyse data to produce reports that support evidence-based decision making, spotting trends, and using them to develop recommendations for short, medium and long-term changes. SWOT (internal) & PESTEL (external) analysis of member engagement factors.

Monitor forums to gauge sentiment and address significant issues in conjunction with comms colleagues.

Website and social media analytics – linked to page views/behaviour. Work with comms or utilise Google Analytics.

Purpose is to increase member engagement and so lead to increased:

  • new member acquisition
  • existing member retention
  • member value MEMBER VALUE = MEMBER BENEFITS – THE COST
    (time / effort / financial / opportunity cost)
  • frequency of interactions
  • quality and depth of interactions
  • likelihood of advocates
  • additional spend via cross/upsell of products/services
Experience Essential skills, knowledge  and achievements

Expert user of data analysis and reporting solutions – including but not limited to MS Dynamics, Click Dimensions, Excel, Google Analytics and Orlo.

Can handle and manipulate quantitative and qualitative data with exceptional attention to detail.

Solid understanding of quantitative and qualitative market research methodologies.

Conduct studies and trackers, demonstrating strong research skills from questionnaire and sample design to reporting.

Experience of using market insight tools to build a robust competitor monitoring framework.

Able to analyse and present findings from data and survey results to deliver pragmatic solutions.

Excellent communications skills to effectively convey insights and recommendations.

Comfortable in delivering presentations to the senior leadership team.

Experience in the membership or not-for-profit sector

Knowledge of managing loyalty data streams advantageous.

Outstanding organisational skills, ability to multi-task and prioritise delivery to deadlines.

Methodical with a strong attention to detail.

Proven creative thinking and problem-solving abilities.

Bachelor’s degree in a relevant field (e.g., business studies, data analytics, marketing).

Proven experience in commercial performance analysis and reporting as a data/insights.

Enjoy working with stakeholders, sharing information and insights while demonstrating an ability to effectively influence outcomes.

Excited by seeking new information and presenting actionable business-led recommendations for strategic and tactical planning.

A strategic mindset with a track record of identifying growth opportunities.

Ability to immerse yourself quickly in areas of business challenge.

The ability to think omni-channel and bigger picture.

A passion for the countryside and rural affairs.

General requirements

BASC head office is based in Marford Mill, Rossett, north Wales, with country and regional offices across the UK.

We have an agile working approach, with our core hours being between 8.30 – 5.30 Monday – Friday.  We do expect some weekend and out-of-hours working to support our membership engagement. Your working hours are stated in your contract of employment.

You are expected to be flexible and agile and be willing to undertake any other duties that may reasonably be required.

All our employees must always act as positive ambassadors for the association when dealing with members or representing the association in other ways.

Essential requirements for role  
Driving Licence YES
DBS Check NO
Firearms Certificate NO
Shotgun Certificate NO

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