Senior CRM, Data & Insights Officer

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