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)

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.

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.

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…