Digital and Operations Lead

Location: Winchburgh

Purposeofthe Role The Digital and Operational Leadwillleadthedevelopmentandday -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. Role Summary

Contract:

Permanent

Hours:

37.5hoursperweek

Location:

Manchester(hybrid).Youwillbeexpectedtoattendtheofficeatleasttwicepermonth,andmoreoftenwhereneeded Salary: £35,000 Pension:
Upto 7% employerpensionmatch(fromyear1anniversary) Annual Leave: 30daysleavebankholidays Reportsto :

Membership&Operations Director Management of :

N/A

Key Responsibilities Systems,Technology,and Intelligence Leadthedelivery,development,andoptimisationofourdigitalinfrastructure,includingimplementationof

AI,liaisingwithsuppliersandinternalstakeholderstoensurebusiness critical systems are maintained, secure, and future-proofed. Drivecreationanddeliveryofseamless,engagingdigitalexperiencesthatsupportmember acquisition and retention, and generate measurable ROI. Ensurehighdigitaladoptionamongstaffandmemberswhilechampioningtheuseofi

MIS(theeoas

AMS) asasinglesourceoftruth. Ensure high quality data management practices and support teams in using data for business insight and decision-making. Business Operations Leadonallofficeandworkfromhomefunctionsincludingserviceprovision,maintenance, insurances, H&S, and contracts with suppliers and landlords representatives. Supportdeliveryofourpeopleandculturestrategy. Overseeourpeopleprocessesincludingrecruitment,onboardingandoffboarding,staff contracts,holidayandabsencerecords. Maintainaccuratedocumentationandensureregularreviewsofsafetyandoperational processes. Knowledge,Experience,and Attributes Confidentusingandmaintainingdigitalplatformsandsystems(e.g.CRM,AMS,online communities, IT tools). Skilledinusingdigitaltools,andininterestinimplementing

AI,toimproveoperational efficiency and UX. Data-literate,withexperiencesupportingcolleaguestousesystemsfordata-led decision making. Experienceinchangemanagementorembeddingnewsystemsorprocessesacrossan organisation. Confidentinsupplierandstakeholdercoordinationtodeliveronagreedservicelevels. Experienceinoperations,office coordination,orsystemssupportwithinamembershipbody,charity,association,orSME. Knowledgeofpeopleandculturepracticesinsmallteams. Knowledgeofhealthandsafetycomplianceinanofficesetting. Strongorganisationalandproblem-solving skills, with an ability to prioritise and deliver against competing deadlines. Knowledgeorinterestofemployeeownershipandexperienceworkingina purpose led organisation. What Constitutes Successin This Role ? 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:
Theeoaofficeand

WFHenvironmentiswell managed, safe, and compliant with the relevant legislation and standards. Measure:
Allcompliancechecks(e.g.riskand

DSEassessments) completedontimeanddocumented,withnocompliancebreaches. Outcome:
High- performing and future-proof digital infrastructure. All core systems are integrated, meet user needs, are stable and secure. Measure:
Resolutionofcriticalissueswithinagreed

SLAs;positivefeedbackfromstaffand key users in staff and member satisfaction surveys. Outcome:
Memberexperiencestreamlined,engaginganduser-friendly digital interactions with the eoa. Measure:
MembersatisfactionwithdigitalserviceshasanNPSof
40inannualmember 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…