About this role
Salary: £60,000 - 65,000 per year
Requirements
- Proven experience managing end-to-end implementation of CRM, membership or similar customer data systems, from requirements and procurement through to go-live and user adoption.
- Experience delivering multi-workstream digital change, including integrating platforms from different vendors.
- Experience procuring and managing third-party software suppliers and implementation partners.
- Experience managing projects within a larger programme, including budgets, timelines, risks and dependencies, and reporting to senior leaders or boards.
- Experience managing pilots and phased rollouts for large numbers of independent users or sites.
- Experience leading business change, stakeholder engagement, communications, training and user adoption.
- Experience overseeing data migration and User Acceptance Testing.
- Sound working knowledge of project management methods and tools.
- Good understanding of SaaS platforms, APIs, system integration, data migration and integration architecture, sufficient to act as an informed client and challenge suppliers.
- Working knowledge of UK GDPR and data protection in systems implementation.
- Understanding of accessible, user-centred design and supporting people with low digital confidence.
- Excellent planning, organisational, prioritisation, stakeholder management, influencing and communication skills, including explaining technical matters in plain language.
- Strong analytical and problem-solving skills, constructive challenge, and attention to detail.
- Collaborative, approachable, outcome-focused, pragmatic, self-motivated, adaptable and resilient; committed to working in partnership with volunteers and to the aims and values of the u3a movement, equality, diversity and inclusion.
- Willingness to travel within the UK and occasionally work outside normal hours.
- Project or programme management qualification such as PRINCE2, MSP, APM PMQ or AgilePM; a change management or business analysis qualification is also listed.
- Desirable: experience in the charity, nonprofit or membership sector, particularly in a federated or volunteer-led organisation.
- Desirable: experience implementing platforms such as Zoho, Sheep CRM, Salesforce, Microsoft Dynamics 365 or similar.
- Desirable: experience designing digital services for older people or people with low digital confidence.
Responsibilities
- Lead end-to-end delivery of the Digital Services for u3as (DSU) programme across its three tiers, from planning and procurement through implementation, pilot, rollout and handover to business as usual.
- Develop and maintain an integrated programme plan with clear phases, milestones and success criteria; coordinate workstreams, dependencies and resources alongside business-as-usual demands, and control scope, cost and timescales.
- Partner with Finance to develop, manage and monitor the programme budget, assess whole-life costs and affordability, prepare forecasts and financial reports, and ensure value for money in supplier spending.
- Lead or coordinate procurement with Finance in line with our procurement and governance requirements, evaluating suppliers and whole-life affordability.
- Act as the day-to-day contact for suppliers and our Digital Transformation Partner, monitoring delivery against contracts and milestones; work with staff and volunteers to confirm requirements and processes.
- Plan and oversee data cleansing and migration with the Data and Systems Officer and suppliers; ensure secure, reliable data flows and keep legacy systems running in parallel until new systems are proven.
- Build data protection and UK GDPR compliance into the design.
- Coordinate user acceptance and integration testing, manage sign-off and go/no-go decisions, and plan a pilot with varied u3as followed by phased rollout and decommissioning of legacy systems.
- Develop and deliver change, communications and training plans for staff, volunteers and local u3as, and establish volunteer champions to test, promote and provide peer support for the new systems.
- Establish and maintain programme governance, reporting to the Programme Board, senior leadership team and Board of Trustees; maintain risk, issue and decision logs and actively manage and escalate risks.
- Define and track intended programme benefits and ensure a planned handover to business as usual, including a sustainable support model and post-implementation review.
- Deliver the programme plan and budget, governance framework and reports, risk register, procurement documentation and supplier evaluations, data migration plan, testing strategy and go-live readiness assessments, change and training plans, pilot evaluation, rollout plan, benefits realisation plan and handover review.
Technologies
- CRM
- Support
- Salesforce
- Office 365
- Network
- Project Manager
More
We are the Third Age Trust, the national charity supporting more than 1,000 independent, volunteer-led u3as across the UK, with over 400,000 members. We provide national leadership, shared services and central coordination, including digital tools used for membership, finances, groups and websites. Our Digital Services for u3as programme will replace fragmented, ageing systems with a modern digital estate comprising a SaaS membership platform, a Trust-owned integration layer and Trust SaaS platforms for CRM, finance, events and communications. This is a full-time, fixed-term role with an expected project duration of 18–24 months, based in London, Blackfriars, with hybrid working and occasional UK travel to meet u3as and volunteers.
The salary range is £60,000–£65,000. You will report to our Head of Operations and work with our Chief Executive and senior leadership team, Finance team, DSU Project Board, Digital Transformation Partner, implementation suppliers, local u3a committees and Trust volunteers. The role is primarily focused on delivery and change leadership, working in partnership with volunteers to make adoption people-centred and accessible.
last updated 46 week of 2026