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
- 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
- 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
- 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
- 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
- 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
- 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
- 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.