Job Description
PurposeoftheRole
TheDigitalandOperationalLeadwillleadthedevelopmentandday-to-day delivery of the eoas digital systems including our AMS and SSoT (iMIS) and member community platform (Thrive by Higher Logic), operational infrastructure, and working environment (office and WFH).
Therolewillensurethesmoothrunningofcorebusinesssystemsandservices,embeddingadata-driven,member-focused approach and supporting the delivery of our ambitious sector growth strategy.
RoleSummary
* Contract:Permanent
* Hours:37.5hoursperweek
* Location:Manchester(hybrid).Youwillbeexpectedtoattendtheofficeatleasttwicepermonth,andmoreoftenwhereneeded
* Salary:£35,000
* Pension:Upto7%employerpensionmatch(fromyear1anniversary)
* AnnualLeave:30daysleave+bankholidays
* Reportsto:Membership&OperationsDirector
* Managementof:N/A
KeyResponsibilities
Systems,Technology,andIntelligence
* Leadthedelivery,development,andoptimisationofourdigitalinfrastructure,includingimplementationofAI,liaisingwithsuppliersandinternalstakeholderstoensurebusiness critical systems are maintained, secure, and future-proofed.
* Drivecreationanddeliveryofseamless,engagingdigitalexperiencesthatsupportmember acquisition and retention, and generate measurable ROI.
* EnsurehighdigitaladoptionamongstaffandmemberswhilechampioningtheuseofiMIS(theeoasAMS)asasinglesourceoftruth.
* Ensurehigh quality data management practices and support teams in using data for business insight and decision-making.
BusinessOperations
* Leadonallofficeandworkfromhomefunctionsincludingserviceprovision,maintenance, insurances, H&S, and contracts with suppliers and landlords representatives.
* Supportdeliveryofourpeopleandculturestrategy.
* Overseeourpeopleprocessesincludingrecruitment,onboardingandoffboarding,staffcontracts,holidayandabsencerecords.
* Maintainaccuratedocumentationandensureregularreviewsofsafetyandoperational processes.
Knowledge,Experience,andAttributes
* Confidentusingandmaintainingdigitalplatformsandsystems(e.g.CRM,AMS,online communities, IT tools).
* Skilledinusingdigitaltools,andininterestinimplementingAI,toimproveoperational efficiency and UX.
* Data-literate,withexperiencesupportingcolleaguestousesystemsfordata-leddecision making.
* Experienceinchangemanagementorembeddingnewsystemsorprocessesacrossan organisation.
* Confidentinsupplierandstakeholdercoordinationtodeliveronagreedservicelevels.
* Experienceinoperations,officecoordination,orsystemssupportwithinamembershipbody,charity,association,orSME.
* Knowledgeofpeopleandculturepracticesinsmallteams.
* Knowledgeofhealthandsafetycomplianceinanofficesetting.
* Strongorganisationalandproblem-solving skills, with an ability to prioritise and deliver against competing deadlines.
* Knowledgeorinterestofemployeeownershipandexperienceworkingina purpose led organisation.
WhatConstitutesSuccessinThisRole?
Successinthisrolewillmeandeliveringhigh performing digital systems that enhance member experience, strengthen engagement, and enable growth through smarter use of data. Strong supplier relationships and effective cost management will demonstrate tangible impact. Day-to-day operations will run smoothly, with efficient support for hybrid working and the seamless delivery of core operational services.
Keyoutcomesfortherole
* Outcome:TheeoaofficeandWFHenvironmentiswell managed, safe, and compliant with the relevant legislation and standards.
* Measure:Allcompliancechecks(e.g.riskandDSEassessments)completedontimeanddocumented,withnocompliancebreaches.
* Outcome:High- performing and future-proof digital infrastructure. All core systems are integrated, meet user needs, are stable and secure.
* Measure:ResolutionofcriticalissueswithinagreedSLAs;positivefeedbackfromstaffand key users in staff and member satisfaction surveys.
* Outcome:Memberexperiencestreamlined,engaginganduser-friendly digital interactions with the eoa.
* Measure:MembersatisfactionwithdigitalserviceshasanNPSof40inannualmember survey; measurable improvement in digital engagement metrics.
* Outcome:Newsystemfunctionality,updatesordigitalsolutionsareintroducedontime,on budget, and with high adoption by staff and members.
* Measure:100%+internaladoptionratefornewsystemsorfeatures;post-implementation review shows on-time delivery and positive ROI or user feedback.
* Outcome:eoausesaccurate,timelydatafromasinglesourceoftruthtoinformdecisions and improve member services.
* Measure:AllteamsactivelyusingiMISdatatoreportonKPIsorinform decision-making; data quality score (e.g. % of complete member profiles) reaches 85%.
* Outcome:Contractswithdigitalandoperationalsuppliersdelivervalue,performanceandare aligned withorganisationalpriorities.
* Measure:Suppliercontractsaredeliveringontimeandbudget,withatleast90%supplierperformanceratedsatisfactoryorabove.
Howtoapply
Toapply,pleasesubmit:
* Atwo-pageCV
* Andandoneofeither:
o Coverlettersettingoutyourmotivation,approach,andwhatyouwillbringtotherole
o Video(maximum10minutes)settingoutyourmotivation,approach,andwhatyouwill bringtotherole
Applicationsshouldbesubmittedbefore9:00am2March2026.Wewillclosethisvacancyearlyifwereceivesufficientapplicationsfortherole.Ifyouareinterested,pleasesubmityourapplicationasearlyaspossible.
InterviewswillbeinManchesterw.c.9March2026.
Theeoawelcomesapplicationsfrompeopleofallbackgrounds,particularlythosewhoareunder-represented.Werecruitbasedonvalues,skills,andcontributiontoourpurpose.
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