CRM Enhancement Lead
MELBOURNE, VIC, AU, 3000
At Peter Mac we aim to continuously improve cancer care, research and education across all cancers and for all people affected by cancer: changing lives, breaking new ground. Everything we do is underpinned by our core values, Excellence, Compassion and Innovation. Welcoming people from a wide variety of different backgrounds and experiences is critical to fostering innovation, cultivating compassion, attracting and retaining top talent and providing the best possible cancer care for our patients.
YOUR ROLE IN OUR FUTURE
CRM Enhancement Lead – Drive Innovation & Optimise Performance
Ongoing, Full-time role
Location: Parkville, VIC (Hybrid)
Department: Data and Analytics
About the Role
Are you a strategic thinker with a passion for optimising CRM systems to enhance user experience and business performance? Do you thrive in an agile environment, leading initiatives that drive efficiency and innovation? If so, we invite you to apply for the CRM Enhancement Lead role, a key position in our Data and Analytics team.
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. 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.
In this pivotal role, you will:
✅ Lead Stakeholder Engagement – Work closely with teams across the organisation to identify needs, gather requirements, and implement solutions that drive success.
✅ Manage CRM Enhancements – Oversee the enhancement 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.
✅ Apply Agile Project Management – Ensure continuous development within an agile framework, promoting efficiency and adaptability.
About You
🔹 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 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.
Why Join Us?
✨ Be at the forefront of CRM innovation, shaping the future of our digital capabilities.
✨ Collaborate with a passionate team committed to excellence.
✨ Make a meaningful impact by delivering improvements that empower users and enhance business operations.
If you are ready to take on this exciting leadership role and drive the transformation of our CRM landscape, apply today!
Remuneration starting from $115K (full time equivalent) dependent on candidate experience. To be discussed with Hiring Manage
Applicants to this role should provide a cover letter outlining relevant key skills and experience, and addressing the key selection criteria to assist us with our assessment.
For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position summary. Alternatively, please contact us using the information below for a confidential discussion.
Hiring Manager: Sutji Muliadi
Contact Number: 03 8559 6791
Email: Sutji.Muliadi@petermac.org
Applications Close: 11:59PM Wednesday 2nd July 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 2021-2025
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 |
Education
Skills
| Essential Requirements | • Experience in leading successful CRM enhancement and optimisation roadmap, and managing a productive team of analyst and consultants. • Demonstrated success in driving business, system and process transformation across both technical and non-technical settings. • 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 and communication abilities to engage with stakeholders at all levels, and ability to present findings and negotiate outcomes. • Proficiency in system analysis, design, and enhancement methodologies. • Self-starter with the ability to work independently and collaboratively, and to build new approaches and processes from scratch. • Ability to foster positive and collaborative relationships with key stakeholders, service providers and Foundation team members to influence change and drive outcomes. • 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 | • Certification in Business Analysis or Project Management • Tertiary qualifications in Information Systems, Business Analytics, or Project Management • Experience with CRM platforms, particularly Blackbaud products. • Experience in the not-for-profit sector with knowledge of fundraising knowledge and best practice principles and procedures • 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. |
Certifications, Licenses & Registrations
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.