Responsibilities

• Lead the business transformation of a large-scale customer, marketing and CRM change programme.
• Represent the needs of our Marketing, Fundraising and Customer Care teams throughout programme design and delivery.
• Translate strategic audience and marketing priorities into clear business requirements, operating models and measurable outcomes.
• Drive the adoption of new customer engagement capabilities, ensuring our teams embrace new technologies, data and ways of working.
• Work in partnership with Product, Finance, Technology and Data teams to ensure solutions meet both customer needs and organisational objectives.
• Champion opportunities to improve customer journeys through personalisation, automation and data-led decision making.
• Lead business readiness, stakeholder engagement and change adoption across a complex, agile transformation programme.
• Develop roadmaps and implementation plans that balance innovation with an excellent customer experience.
• Establish measures of success, using insight and performance data to demonstrate business value and continuous improvement.
• Help build organisational capability in CRM, audience management, customer journeys and data-driven marketing.

Requirements

• Significant experience leading customer engagement or CRM transformation programmes.
• A strong track record of acting as the business lead or senior business stakeholder within large-scale data and technology change programmes.
• Experience translating strategic business objectives into practical requirements, operating models and organisational change.
• Strong knowledge of customer engagement, lifecycle marketing, personalisation and retention strategies.
• Experience using data, technology and automation to improve customer experiences and commercial outcomes.
• Excellent stakeholder management skills with the ability to influence across complex organisations.
• Commercial awareness and experience connecting audience strategy to measurable business results.
• Strong communication, leadership and organisational change management skills.

Preferred

• Microsoft Dynamics 365 or similar CRM platforms.
• Customer data platforms, marketing automation or AI-enabled engagement tools.
• Agile or product-led delivery environments.