CRM Enhancement Lead

YOUR ROLE IN THE FUTURE
CRM Enhancement Lead
· Full time, ongoing role
· Parkville location, with flexible, hybrid working (3 days on site, 2 days WFH)
· $120,000 - $130,000 base + salary packaging + super + 5 weeks annual leave + 1 ADO per month
 
The Peter MacCallum Cancer Foundation is the fundraising arm of Peter Mac. While our internationally recognised cancer researchers have great success securing competitive project grants, these grants rarely fund new innovative projects, or the state-of-the-art technologies and resources needed to undertake these research projects. Funds raised by the Foundation give some of the brightest minds in cancer research the specialised technologies they need to make important new discoveries.
 
About the team
The Data and Analytics team at the Peter Mac Foundation empowers the organisation with reliable insights, efficient systems and innovative CRM solutions that drive fundraising success and supporter engagement. By collaborating across the Foundation, the team ensures data is accessible, actionable, and continuously improved to support the mission of accelerating cancer research and improving patient outcomes.
 
About the role
As the CRM Enhancement Lead you will be responsible for managing, enhancing and developing our Blackbaud CRM system to align with business needs, ensuring seamless functionality and continuous improvements.
In this pivotal role, you will:
· Lead stakeholder engagement – work closely with teams across the Foundation to identify needs, gather requirements, and implement solutions that drive success
· Manage CRM enhancements – develop and oversee the enhancement 3-5 year roadmap, including planning, prioritisation, design, and execution
· Drive system improvements – optimise workflows and empower users with effective tools and solutions
· Provide strategic leadership – guide a Business Analyst in supporting development initiatives, ensuring CRM enhancements align with evolving business needs
· Vendor partnership - manage vendors' relationship and collaboration throughout the Blackbaud CRM enhancement and development lifecycle
· Apply Agile project management – ensure continuous development within an agile framework, promoting efficiency and adaptability

This is a fantastic opportunity to drive innovation and optimise performance in this newly established role, within a values-driven, impactful organisation
 

About you
Your expertise in CRM project management, development oversight and cross-functional collaboration will be essential in leading platform initiatives to streamline workflows and enhance system performance.

You'll bring to this role:
· Extensive experience in CRM enhancement and management, ideally within Blackbaud CRM
· Strong strategic thinking and planning skills with a focus on operational efficiency
· Exceptional stakeholder engagement skills and the ability to collaborate across teams
· Proven experience leading CRM platform initiatives to drive continuous improvement
· Expertise in Agile project management and a structured approach to problem-solving
 
Our benefits
We offer a range of benefits which support our people both personally and professionally, including:
· Up to $11,660 in salary packaging to increase your take home pay
· Discounted health insurance and eye care
· A comprehensive health and wellbeing program
· Public transport options at our doorstep and end of trip facilities for cyclists
· Onsite eateries and coffee shops and inviting rooftop garden spaces
· Pathways for professional development and new career opportunities
· Five weeks annual leave, monthly ADO's, purchased leave options and 17.5% leave loading
· Flexible, hybrid working options
 
Inclusion and belonging
Peter Mac celebrates, values and supports a diverse and inclusive environment which reflects our vibrant community. We encourage applications from anyone identifying as Aboriginal and/or Torres Strait Islander. We also welcome anyone who identifies as LGBTQIA+, linguistically, culturally and/or gender diverse, people with disability, and people of any age to apply for our roles.
 
Join us
If you feel this role is right for you we warmly invite you to apply, and encourage your early application. Applicants should provide a CV and a covering letter highlighting your key skills and experience to assist with our assessment. All appointments are made subject to a satisfactory police check and vaccination evidence. Should you need assistance or require any adjustments or accommodations to fully participate in the application or interview process, you are welcome to reach out to the contact person listed. We acknowledge that not all applicants will meet the full list of selection criteria outlined, and wherever possible we will consider applications where relevant experience can apply.
 
For further information about this opportunity, click apply to be redirected to the Peter Mac careers page where you can review the position summary, or for a confidential discussion, please contact:
Hiring Manager: Sutji Muliadi
Contact Number:
Email:
 
Application closing date: 11:59PM Sunday 14th September 2025

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Position Summary

The CRM Enhancement Lead plays a pivotal role in managing, enhancing, and developing the Foundation's CRM system to align with business requirements, ensuring optimal performance and an outstanding user experience. With a strong background in CRM project management , development oversight, and cross-functional collaboration, the incumbent leads platform initiatives to streamline workflows, drive system improvements, and empower users with effective tools and solutions. 

The role leads stakeholder engagement and collaborates with cross-functional teams to design, develop and implement solutions. The Lead is supported by a Business Analyst, overseeing the enhancement roadmap, planning, prioritisation through to design and implementation. The incumbent will possess sound Agile project management, strategic thinking and exceptional planning skills.  This is a full-time ongoing role in the Data and Analytics team, responsible for delivering continuous development and improvements of the Blackbaud CRM to address the Foundation's current and evolving business needs. 

Enterprise Agreement

Health and Allied Services, Managers and Administrative Workers (Victorian Public Sector) (Single Interest Employers) Enterprise Agreement

Classification or Salary Range

HS4

Immunisation Risk Category

Immunisation Category C

Key Relationships

Internal

• Manager, Data Operations and Analytics

• Data & Analytics Team 

• Chief Executive Officer, Foundation (CEO)

• Head of Fundraising

• Head of Philanthropy

• Fundraising Program Managers (PMs)

• Supporter Engagement Team (SET)

• PMCC IMCT department

External

• Consultant/implementation partner

• Data Suppliers

• Platform vendors, Blackbaud

Skills

Essential Requirements

• 10+ years in a similar role with experience in developing and leading successful CRM enhancement and optimisation roadmap 

• A strong compassionate leader, able to lead, coach and foster trust and collaborations with a team of analyst and consultants. 

• Demonstrated success in driving business, system and process transformation across both technical and non-technical settings. 

• Excellent communicator, able to build and foster strong relationships and networks, and interface between technology departments and business users.  

• Sound Agile project management, backlog grooming and prioritisation 

• Expertise in database design and configuration, process automation, process mapping, data modelling, and data conversions. 

• Strong analytical and problem-solving skills. 

• Strong interpersonal skill and diplomacy, able to provide recommendations, facilitate discussions, negotiate/influence change with key leaders and drive outcomes. 

• Self-starter with the ability to work independently and collaboratively, and to build new approaches and processes from scratch. 

• Ability to stay calm under pressure, be outcome focussed and to learn and adapt to change. 

• Sound understanding of the principles of good data governance in relation to legislative and regulatory compliance requirements, including knowledge of privacy and PCI-DSS legislative requirements. 

Desirable Requirements

• Experience with CRM platforms, particularly Blackbaud products. 

• Experience in the not-for-profit sector with knowledge of fundraising and its best practice 

• Familiarity with modern software concepts, such as APIs, Software Development Kit (SDK), Artificial Intelligence (AI) and Machine Learning (ML). 

• Interest in cancer research, treatment and ability to work within cancer health guidelines.

• Certification in Business Analysis or Project Management

• Tertiary qualifications in Information Systems, Business Analytics, or Project Management  

Key Accountabilities

Key Accountabilities
Demonstrated by / Key Performance Indicators

1. CRM System Development & Enhancement

• Lead the development and execution of the Blackbaud CRM enhancements to address the Foundation's current and evolving business needs

• Oversee the development and enhancement backlog grooming, work prioritisation, sprint planning and monthly releases. 

• Oversee the design, implementation, and testing of new features, functionalities, and integrations.

• Lead the discussion and implementation of various integrations and process automation of related data management systems including, but not limited to, SFTP, payment gateway, online peer to peer fundraising tools and reporting tools.

• Manage configuration activities in the CRM per the agreed solution designs while maintaining the Agile project board on Azure DevOps.

• Manage multiple BBCRM environments for development, validation and testing activities for each release including the regular refresh of environments

• Ensures confidentiality of data and adherence to privacy policies, compliance with financial regulations and non-profit best practices.

2. System Performance & User Satisfaction

• Oversee design documents, meetings and decision notes, audit logs and the Azure DevOps enhancement boards.

• Monitor system performance, troubleshoot issues, and implement necessary updates to maintain optimal operations. 

• Maintain high standards of data quality and integrity for all data conversion and migration needs from the enhancements. 

• Ensure the CRM system delivers an exceptional user experience through training, support, and process improvement.

• Works with the Change Analyst on regular enhancement communications and change management activities to ensure ongoing CRM usage and adoption.

3. Team and vendor management

• Manage enhancements team and  consultants to deliver CRM backlog and enhancements.

• Liaise with external vendors and consultants to support system enhancements and integrations. 

• Manage CRM enhancement budget and managed services work allocation, including regular audit and quality assurance of delivery outcomes. 

• Manage performance and development of direct reports.

• Encourage professional growth and development of team.

Key Accountabilities (Contd..)

Key Accountabilities
Demonstrated by / Key Performance Indicators

4. Planning and reporting

• Execution of platform development and enhancements according to CRM roadmap in alignment with the Foundation's strategic goals.  

• Provide regular updates and reports   on CRM development progress, system performance, and enhancement outcomes to Senior Manager and Executives.

• Lead the CRM Reference Group   to plan upcoming releases and work delivery according to prioritisation. 

• Monitor backlog and enhancement progress against scope and release targets. 

• Develop reporting for regular status updates to the CRM Reference Group and stakeholders. 

5. Ensures compliance with PMCC and PMCF policy and procedures

• Ensure all individual and database fundraising activities comply with all applicable Australian laws and regulations; PMCF policy and procedures; fundraising legislation; standards and codes of conduct in relation to members of the public, supporters, donor communications, engagement, transaction, data collection and transfer

6. Team consultation and participation

• Work collaboratively and foster strong positive and professional working relationships with internal and external project team members, and all stakeholders.

• Translates technical concepts into clear and understandable language for non-technical stakeholders.

• Receive positive feedback from internal and external stakeholders. 

• Evidence of learning and continuous improvement. 

• Evidence of Foundation-wide consultative approach to seek the best outcome. 

• Demonstrate willingness and carries out other duties as requested to contribute to an effective, proactive, and professionally run Foundation office. 

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For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position profile. Alternatively, please contact us for a confidential discussion.

Peter Mac is a child safe organisation and has a commitment to child safety and wellbeing.

WHY WORK FOR PETER MAC

• Peter Mac offer a range of benefits which support our people both personally and professionally.
• Our staff benefits include award winning facilities, professional development and events, a health and wellbeing program, flexible work practices and policies and financial benefits such as salary packaging.
• We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQI community and people with a disability.

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