data manager

TYPE: permanent full-time
SALARY: £36,000 - £39,000
DEPT: central operations
START: immediate                                           
REPORTS TO: deputy ceo


London’s Air Ambulance is the charity that delivers an advanced trauma team to critically injured people in London. The service provides pre-hospital medical care at the scene of the incident and serves the 10 million people who live, work and travel within the M25.

Based at The Royal London Hospital and founded in 1989, the service operates 24/7, with the helicopter running in daylight hours and rapid response cars taking over at night.

The team, which at all times includes an advanced trauma doctor and paramedic, perform advanced medical interventions, normally only found in the hospital Emergency Department, in time critical, life threatening situations. Missions commonly involve serious road traffic collisions, falls from height, industrial accidents, assaults and injuries on the rail network.

London’s Air Ambulance has an international reputation for clinical excellence and delivers pioneering procedures which have been adopted across the world.

Job Purpose

The Data Manager reports directly to the Deputy CEO and has overall responsibility for developing, managing and leading on data strategy for all data across the charity. The role will be primarily responsible for the fundraising database and will also coordinate inputs from other operational data sources, with the exclusion of patient data. You will lead on all database planning and support and promote the use of the CRM system, developing it in accordance with London’s Air Ambulance business needs. The post is also responsible for data quality, security and analysis in compliance with ICO recommendations, Data and Gambling Commissions’ Regulations and the Fundraising Regulator.  

You will lead a team of 2 and play a crucial role in overall data strategy as we deliver a step-change in voluntary income over the coming years as well as working closely with teams across the Charity to continue to ensure data is collected, stored and managed with integrity. You will work closely with other team leaders to enhance organisational understanding of the data strategy, develop insight into behaviors, and how we can use data to benefit and improve performance and impact.

We are implementing our new CRM (thankQ) and you will take the lead on database development: assessing business needs; managing continuous improvement projects; and working with internal and external experts to create a future-proofed environment for holding and enhancing our customers’ data.

You and your team will also be responsible for managing the data for our weekly lottery draw via Tower, our lottery database provider, and the Individual Giving data – both a key part of the Charity’s income strategy. 

You will be responsible for ensuring the Charity complies with regulatory and reporting measures as determine by the ICO, Gambling Commission, Data Commission, and best practice guidelines as set by the Fundraising Regulator.

This is an exciting opportunity for someone to capitalise on a key development stage of the Charity as we develop our data capacity, to lead in the development of data driven analysis and impact measurement and how we apply this to improve performance, helping to deliver a better future for our patients.

About You

You will have considerable experience working with CRM databases, delivering data solutions in accordance with organisational strategies, as well as being a good communicator who can liaise with colleagues at all levels. Ideally you will have worked in a fast-paced environment at a time of change, using project management skills to overcome challenges both technical and logistical.
Your approach to problem-solving will be logical and detailed. You will be able to influence decisions with an evidence-based approach, and be able to articulate business requirements in both technical and non-technical language.

Data Collection
  • Formulate techniques for quality data collection to ensure accuracy, consistency and security of data.  Ensure secure processes and procedures for data handling are reviewed and kept up to date. 
  • Implement and review data collection policies, procedures and processes in line with regulatory change and best practice.  
  • Manage the day-to-day running of the weekly lottery and ensure that the weekly draw takes place at the designated times. 
  • Educate and train staff and volunteers to ensure they are current and compliant on data collection policies, processes and regulatory change.

Data Management and Development
  • Ensure that effective data management procedures are implemented consistently and reviewed regularly, protecting the Charity’s reputation at all times. 
  • As the ICO Data Officer, review all data policies and data protection statements on marketing materials
  • Support the DCEO in ensuring that the lottery is fully compliant with the Gambling Commission rules and regulations and to ensure all data records are maintained in line with relevant ICO regulations and Fundraising Regulator best practice, including completion of annual reports.
  • Ensure that the CRM database conforms with the Data Protection Act and other statutory and industry standards and regulations.
  • Perform and document procedures for data preparation including data cleaning, standardisation and data error issues.
  • Lead the development and training for the use of the Charity’s CRM (thankQ), including implementing technology and processes to meet the needs of users, including user training and process documentation.
  • Integrate the various data sources (excluding patient data) into a single accessible area for collection and analysis.
  • Ensure databases and archives are protected from security breaches and data losses
  • Manage data relationship with relevant external fundraising agencies including Tower, Engage, Sterling and Unity4.
  • Manage the daily entry of member details and payments onto the lottery software system and ensure that financial aspects are reconciled with relevant Direct Debit and Standing Order transaction reports. 
  • To pro-actively contribute and share information internally as appropriate. 

Data Reporting, Analysis and Insight
  • Manage monthly reports for; lottery and direct giving activity, operational performance and delivery of the charity dashboard.
  • Assist staff with formulation and design of data/analytical based queries to support insight and development. 
  • Prepare monthly, quarterly, and annual reports and returns to regulatory authorities.
  • Assist in the development of KPIs and developing the Charity’s impact measurements. 
  • Support the organisation’s commitment to understanding its supporter data by guiding analysis, segmentation and reporting to support teams’ insight ability to develop income generation and supporter engagement. 
  • Ensure database financial processes support the reconciliation and auditing of supporter income against the finance system.
  • Provide data support to the Executive Team to support key decision making. 



  • Degree level or equivalent qualification
  • Specific training in database management and data reporting
  • Experience working with CRM databases, preferable experience with Access’s thankQ
  • Experience working with or close to a charity organisation, with a good understanding of  fundraising across income generating streams
  • Application of statutory and industry regulations including sound knowledge of data protection regulations, including forthcoming General data protection regulation (GDPR)
  • Designing and implementing business processes for capturing and using customer information, and increasing efficiency and effectiveness
  • Experience of needs assessment and requirements development including creating documentation for both technical and business audiences
  • Business use of database technologies, including experience in reports and data analysis
  • Applied knowledge of customer relationship management principles
  • Proficient in use of all MS Office applications


  • Experience of working closely with an in-house managed charity lottery. 
  • Experience of direct marketing and integrated campaigns. 
  • Knowledge of the Gambling Commission and related legislation. 
  • Knowledge of fundraising databases and Direct Debit management programmes, in particular Tower and Bacsactive-IP. 
  • Knowledge of SQL

Personal Attributes 

  • Excellent time management, organisational and research skills. 
  • Excellent attention to detail. 
  • Excellent relationship and communication skills (written and verbal), with the ability to explain technical problems to non-technical people.
  • Confident to negotiate and influence.
  • Strong team working and interpersonal skills. 
  • Ability to work under pressure and to adapt to changing deadlines and priorities. 
  • Ability to be resilient and tenacious with respect to obstacles. 
  • Ability to work confidently and accurately with significant volumes of data and use this data to make informed business decisions and robust recommendations. 
  • Committed to the London’s Air Ambulance mission and organisational core values. 
  • Eligible to work in the UK. 

The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.

The Charity’s Core Values 

  • Passion 
  • Teamwork 
  • Professionalism 
  • Excellence 
  • Resilience 
  • Transparency

Application Process

If you wish to discuss this post, please contact Jade Stapleton at 

To apply, please send a CV with a one page covering letter outlining your relevant skills and why you are the right candidate for the role. Applications should be sent to the email above or through post, marked Private and Confidential to HR Business Partner, London’s Air Ambulance, Fifth Floor, 77 Mansell Street, London E1 8AN. 

Closing date for applications is 23rd June 2017. Interviews are scheduled for the week commencing 26th June 2017.

Unfortunately, due to a high volume of applications we are unable to provide feedback on unsuccessful applications.

London's Air Ambulance Limited is committed to eliminating any discrimination and promoting diversity and equality of opportunity in all it does. It is therefore London's Air Ambulance Limited's commitment to provide equal opportunities in employment and we will not unlawfully discriminate against job applicants, employees of the Company, volunteers, workers or contract workers on the grounds of their age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (unless, as in the case of pilots or fire crew physical fitness is essential to the performance of their duties).