Senior CRM, Data & Insights Officer

The Third Age Trust - u3a; Greater London; Hybrid; GBP 34.000 - 36.000; Teilzeit

Zusammenfassung

The Senior CRM, Data & Insights Officer at The Third Age Trust will lead the implementation, management and continuous improvement of the organisation's CRM and data systems. The role ensures high‑quality data management, delivers actionable insights to support decision‑making, and provides training and support to staff.

The role may move to full‑time as the digital transformation progresses. Working from the London office with hybrid arrangements, you will oversee GDPR compliance, data

Qualifikationen

• Proven experience managing a CRM system.
• Experience with data analysis, reporting and dashboards is desirable.
• Experience implementing or improving data systems and processes is desirable.
• Experience supporting users and delivering training.

Aufgaben

• CRM & Systems Management: Lead the implementation, configuration and ongoing optimisation of the organisation's CRM system.
• Data Management & Governance: Ensure data accuracy, integrity, and consistency across systems.
• Reporting, Analysis & Insight: Design and deliver dashboards, reports and KPIs.
• Data Protection & Compliance (GDPR): Act as lead for data protection compliance in line with UK GDPR.
• User Support, Training & Engagement: Provide day-to-day CRM support and training.
• Stakeholder & Supplier Management: Manage relationships with internal teams and external CRM providers.
• Continuous Improvement & Strategy: Contribute to organisational digital and data strategy.

Kenntnisse

CRM management

Data analysis

Stakeholder liaison

Training delivery

Jobbeschreibung

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 co