Job Description:

Department/Team: Operations

Reports To: Head of Operations

Location: London office SE1 8EN/ hybrid work from home 2 days

Salary Range: £43,000 – £45,000 (FTE) (£34,400 – £36,000 per annum)

Contract & Working hours: Part-time 28 hours – Fixed Term 1 year (with a view to extend)

About the Third Age Trust and the DSU Programme

The Third Age Trust is the national charity that supports the u3a movement: more than 1,000 independent, volunteer-led u3as across the UK with over 400,000 members who come together to learn, laugh and live in later life. The Trust provides national leadership, shared services and central coordination, including the digital tools that many u3as rely on to run their membership, finances, groups and websites.

The Trust is about to start a Digital Services for u3as (DSU) Programme which will replace an ageing existing fragmented set of systems with a modern, supportable digital estate.

As part of this programme, we will look to implement new Trust SaaS platforms for CRM, finance, events and communications which the Senior CRM, Data & Insights Officer will be heavily involved in.

Job Purpose

The Senior CRM, Data & Insights Officer is responsible for the implementation, management and continuous improvement of the organisation’s CRM and data systems. The role ensures high-quality data management, delivers actionable insight to support strategic decision-making, ensures compliance with data protection legislation, and provides system support and training to staff. We anticipate that this role may increase to full-time as the organisation’s digital transformation programme develops, subject to organisational need, budget and agreement with the postholder.

Key Responsibilities

1. CRM & Systems Management

Lead the implementation, configuration and ongoing optimisation of the organisation’s CRM system

Act as system owner, ensuring reliability, performance and user accessibility

Manage system upgrades, integrations and third-party suppliers

Develop and maintain system documentation, processes and standards

Identify opportunities to improve efficiency, automation and data capture

2. Data Management & Governance

Ensure data accuracy, integrity, and consistency across systems

Develop and maintain data standards, policies and procedures

Oversee data cleansing, migration and maintenance activities

Manage data imports/exports safely and efficiently

Establish effective data governance frameworks across the organisation

3. Reporting, Analysis & Insight

Design and deliver dashboards, reports and KPIs to support organisational performance

Analyse data to identify trends, risks and opportunities

Provide clear, actionable insights to senior leadership and teams

Support strategic planning and impact reporting

Work with departments to define meaningful metrics and reporting needs

Manage election and AGM voting processes and results analysis

4. Data Protection & Compliance (GDPR)

Act as a key lead for data protection compliance in line with UK GDPR and Data Protection Act 2018

Ensure appropriate data handling, storage, retention and security practices

Support and advise on data protection policies and procedures

Manage data subject requests (e.g. SARs) where required

Act as Data Protection Officer where appropriate

Ensure staff awareness and compliance with data protection responsibilities

5. User Support, Training & Engagement

Provide day-to-day CRM support to staff and troubleshoot issues

Deliver training and guidance to improve system use and data quality

Develop user-friendly guidance materials and resources

Promote a strong data culture across the organisation

Act as the main point of contact for CRM related queries

6. Stakeholder & Supplier Management

Work collaboratively with internal teams to understand needs and priorities

Manage relationships with external CRM providers, consultants and IT partners

Translate technical concepts into clear, accessible language for non-technical staff

7. Continuous Improvement & Strategy

Contribute to organisational digital and data strategy

Identify opportunities to enhance systems, reporting and data usage

Stay informed of sector best practice and emerging technologies

Support organisational change and digital transformation initiatives

Person Specification

Essential Criteria

Experience

Proven experience managing a CRM system

Experience in data analysis, reporting and dashboards

Experience implementing or improving data systems and processes

Experience supporting users and delivering training

Experience of data protection and GDPR compliance

Skills

Strong analytical and problem-solving skills

Excellent attention to detail and commitment to data quality

Strong communication and stakeholder engagement skills

Ability to manage multiple priorities independently

Knowledge

Ability to translate data into meaningful insight for decision-makers

Personal Attributes

Good communication skills, including the ability to handle complex data sets and technical issues, presenting them concisely.

Team player with a can-do attitude prepared to contribute to the overall success of the organisation.

Takes initiative and works with light supervision.

This job description provides a general overview of the role and responsibilities. It may be reviewed and adjusted in line with organisational needs.