Data Management and User Support Coordinator

3 weeks ago

London, United Kingdom Room to Read Full time

Job Description
- Data Management and User Support Coordinator, Fundraising
- Updated November 2023

UK - London metro area.

The Opportunity
- As the data management and user support coordinator, you’ll assist with the management of data operations and provide support to end-users in Salesforce NPSP, Engaging Networks, and Stripe. You’ll be responsible for the professional delivery of donor data as well as fundraising and event support. You’ll manage gift processing and updating records in our fundraising database system for Europe, Middle East and Africa (EMEA). Using your problem-solving skills, you’ll monitor and identify areas for improvement.

What You’ll Do

Data Management (40%)- Import and update FX rates in Salesforce on a monthly basis; conduct additional imports for mass data cleanup as needed.-
- Maintain Salesforce data quality by identifying internal and external errors, testing, troubleshooting, and communicating across stakeholders to course correct when necessary.-
- Maintain accurate supporter records in Salesforce, working closely with EU, UK and UAE relationship managers. -
- Conduct various data imports to add or update records in NPSP.-
- Maintain accurate records of event participant data by working with event staff to import event invitee and attendee lists into Salesforce.-
- Support with ensuring event campaigns, peer-to-peer campaigns, and donation pages are set up correctly in Engaging Networks before they go live, working closely with Marketing and Communications, Global Business Operations, and event leads.-
- Support with testing Engaging Networks pages and troubleshooting when needed.Gift Processing Support (40%)- Manage offline gift processing for United Kingdom, Europe, and UAE, including the processing of checks, bank transfers, and stock gifts; scanning all checks and backup information, reviewing and identifying correct coding, entering into fundraising software (Salesforce NPSP) and issuing receipts based on each market’s needs.-
- Manage third party UK, EU, UAE gifts in terms of importing and exporting for processing and reconciliation as well as routine updates and requests from vendors. Correspond with funding agencies such as CAF, Charitable Giving, Transnational Giving Europe, and European funders to acquire donation details and process payments.-
- Import third-party gifts including Network for Good, Pledgeling, and large-volume Benevity files when requested by other fundraising markets.-
- Support the UK, EU, and UAE audit processes by supplying information required for audit investigations.-
- Provide database management and operations support for UK, EU, and UAE events, managing registration, reviewing investment levels, donation processing, and overseeing ticket payment.-
Provide backup for responding to data management queries of Salesforce database: monitor Chatter requests, screen and de-duplicate records, perform mass updates for recoding donations when needed, update addresses, and overall ensure data quality.-
- Maintain UK, EU, and UAE receipting compliance and donation remittance documents and update to keep current.-
- Monitor sustainer gifts to manage duplicates and other issues, coordinating standing orders / regular giving / direct debit where applicable.-
- Submit and process quarterly Gift Aid claims through Clarity Gift Aid.-
- Provide gift processing and receipting backup support for other international fundraising markets.CRM User Support (20%)- Respond to support requests in Salesforce NPSP from Development, Marketing and Communications, and Accounting, teams and provide solutions to ensure user satisfaction and productivity.-
- Assist with user report and dashboard requests and demonstrate to users how to build/run reports.-
- Support with ongoing training for users on NPSP and Engaging Networks to ensure the team is encouraging capacity building across the department.What You’ll Bring

Required:
- Minimum of 3 to 4 years of similar work experience, with at least one year of experience with Salesforce (NPSP preferred).-
- Demonstrated ability to respond to internal user requests and resolve issues.-
- Proficiency in troubleshooting and problem solving.-
- Customer service mindset.-
- Outstanding attention to detail and high level of accuracy.-
- Analytical and critical thinking skills.-
- Ability to juggle multiple priorities with competing deadlines and simultaneously taking initiative in a fast-paced and growth oriented environment.-
- Strong communication skills in English, both written and verbal.We Offer
- Compensation: The salary range for this role is UK £38,451 to £45,706.

Compensation may vary depending on several factors including, but not limited to, experience, skill set, and relevant education or certifications.

About Room to Read

Room to Read is proud to be an equal opportunity employer committed to identifying and developing the skills and leadership of people from diverse backgrounds. EOE/M/F/Vet/Disabl

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