We Are Hiring

CRM & Member Retention Specialist

Head of Membership Engagement

Dublin City Centre (Hybrid)

The FSU is seeking a motivated, technically minded individual with marketing and/or communications expertise to join our Membership team as a CRM & Member Retention Specialist.

The successful candidate will be comfortable and curious using CRM systems and additional digital technologies more generally, while developing and leading initiatives to drive membership growth and retention.

This role is critical to supporting the implementation of a new membership system within the Union as well as its widespread adoption once its live within the organisation.

Essential:

• Become an SME for the new CRM system, providing hands-on support throughout implementation and its subsequent widespread adoption across the union.
• Collaborate on, design, and optimise digital member journeys and workflows across lifecycle stages and channels, supporting member engagement and retention work within the union.
• Partner with key stakeholders across the Union to understand and utilise the CRM to its potential, while ensuring data and system configurations align with organisational needs.
• Collaborate closely with the CRM Data Analyst to develop a member data and reporting strategy, and proactively support ongoing data quality assurance activities
• Lead work to ensure strong privacy and data compliance with the CRM.
• Monitor system performance and recommend enhancements, supporting the development and roll out of new features on an ongoing basis.
• Assist in training and supporting colleagues on system functionality and usage as needed.
• Support the project team during the implementation phase, including User Acceptance Testing (UAT) by developing test plans, executing test cases, and documenting results.

Essential Experience & Skills

The successful candidate should be able to demonstrate:

• Significant experience in customer relationship management or digital marketing (approximately 3 to 5 years in a dedicated CRM role or similar)
• A proven track record of driving hands-on system or process improvements as well as strategic planning and execution.
• Excellent communication and customer service skills and the demonstrated ability to apply initiative and develop/deliver member-focused solutions
• Experience in a similar role designing, configuring and working with a CRM system or similar and recommending solutions, preferably in a member-based organisation
• Ideally experience with and/or involvement in integrating a new CRM or significant IT system into an organisation, specifically supporting change management processes that such a project requires
• Strong organisation and project management skills with the ability to manage multiple asks and competing priorities.
• Experience with data integrity and management best practices, as well as GDPR and security considerations.
• Some familiarity with business analysis, testing processes (including UAT), or project support in an IT context.
• Knowledge of tools and platforms for data analysis and reporting.

Desirable:

Some knowledge of HTML, CSS and JavaScript is an advantage but not essential

The successful candidate should be able to demonstrate:

• A solution-focused, curious mindset with the capacity to take ownership and deliver agreed outputs
• Self-motivated with a proactive, can-do attitude
• Strong attention to detail and accuracy.
• Excellent team player with collaboration and interpersonal skills.
• Gain and build trust with key stakeholders across the Union
• Ability to maintain personal effectiveness particularly during periods of higher-than-normal workload.
• Pleasant and approachable, fostering positive working relationships across teams.
• An interest in data quality assurance and data management best practices.

Third Level qualification in at least one of the following:

• A broadly relevant bachelor’s degree
• Full Certification in Project Management or similar
• Industry knowledge and experience in Jira/Agile Methodologies/Business Intelligence/System Analysis