CRM and Customer Experience Lead

Do you believe in the
power of data

? Want to use your
Salesforce

CRM experience to create an
exceptional, thoughtful customer experience

while also
impacting thousands of lives

?

If you value
true flexibility

and
freedom

in your job and want to work with an organisation that encourages new ideas and genuinely cares about
people

and
community

, keep reading.

We're looking for someone who
lives and breathes data and customer experience

. 

If you thrive leading
CRM strategy

and working with internal stakeholders to
leverage data to create best-in-class customer experience

which improves engagement and impact, you're in the right place.

Heart Talent is excited to partner with this respected NFP brand to find the right person to lead their data strategy and supporter experience initiatives in this newly-created role.

WHAT'S ON OFFER?

• permanent full time role
• WFH 3 days a week, 2 days in office
• $95-98k + super
• boost your base salary to $100-105k with salary packaging
• positive, energetic culture that celebrates innovation and creativity
• experienced, driven, high-performing team
• structured reward and recognition program
• additional leave options
• health and wellbeing initiatives
• generous parental leave and support
• 'work from anywhere' flexibility
• focus on your growth with a dedicated professional development fund
• relaxed, pet-friendly workplace

ABOUT THE OPPORTUNITY

If you love working at the intersection of
CRM/data strategy

,
thoughtful communication

and
impact for the community

, this role was made for you.

Your work will directly contribute to programs that change lives — from connecting
volunteers

with communities in need to ensure
supporters

see the real-world difference they help create.

Even better — you'll have the freedom to explore new ideas, test fresh approaches and make your mark in a highly flexible environment that encourages and celebrates
innovation.

Working as part of an energetic, driven team and collaborating with stakeholders across the organisation, you'll be the central link between
supporter care, data strategy, fundraising

and
engagement

. 

Reporting to the Director of Fundraising, you'll deliver initiatives that
improve the supporter experience

, strengthen
data integrity

and enable meaningful, respectful
engagement

with
donors

,
volunteers

and
community

partners

.

You'll oversee the CRM (Salesforce) strategy; champion best practice in supporter care, privacy and data governance; and use actionable insights to help the organisation
connect

with and
grow

its community of supporters.

Key responsibilities include:

• supporter care, ensuring all interactions are respectful, timely and meaningful
• overseeing and evolving the CRM strategy and integration with digital platforms
• turning supporter data into actionable insights
• leading and guiding a highly-capable team of two (supporter care and Salesforce admin)
• collaborating with teams to design and improve supporter journeys
• maintaining data integrity and usability across systems
• championing privacy compliance, data governance and risk management
• empowering internal teams with tools/guidance to create supporter-centric experiences
• ensuring accurate data connections with Power BI.

ABOUT YOU

You're a data champion who's naturally collaborative and enjoys helping others understand and harness the power of data.

You understand and care about customer experience and know how to use data to create meaningful, personalised interactions.

You love using data strategy to drive results and are excited to share your knowledge to build capability across the organisation.

You're an open-minded, creative problem solver who loves trying new things and finding better ways of doing things.

You're confident working with Salesforce CRM and can balance technical know-how with strong communication and leadership skills.

You have strong knowledge of data privacy legislation and compliance requirements (Privacy Act, GDPR principles),

INTERESTED?

Great We're looking forward to receiving your application and connecting with you.

If you'd like to include a cover letter, please include it as page one of your CV (one document per application, please).

Questions and enquiries can be directed to

Please note this email address is for
enquiries only

— please apply online.

Heart Talent is committed to responding to every applicant.