Responsibilities

• Lead the end-to-end delivery of customer marketing transformation programmes.
• Develop and maintain programme roadmaps, delivery plans, governance structures, and reporting frameworks.
• Manage multiple workstreams and dependencies across business and technology teams.
• Ensure delivery milestones, risks, budgets, and outcomes are effectively managed.
• Promote continuous improvement and lessons learned throughout programme delivery.
• Work closely with CRM agency to establish and remove project blockers
• Run project status meetings, coordinate meetings between agency and key stakeholders, ensure actions are documented and followed through on
• Deliver transformation initiatives focused on customer lifecycle optimisation, CRM and marketing technology transformation, personalisation and segmentation strategies, customer communications and engagement, marketing automation and campaign effectiveness, Customer journey improvements
• Support the implementation of customer-centric operating models and processes.
• Build strong relationships with senior stakeholders across Marketing, Customer, Technology, Data, Compliance, Operations, and Change functions.

Requirements

• Proven experience in project management and change implementation.
• At least 7+ years’ experience in programme management within customer, marketing, CRM, or digital transformation environments.
• Strong programme and project management capability across multiple concurrent workstreams.
• Excellent stakeholder management and communication skills.
• Experience managing governance, risks, budgets, and delivery reporting.
• Experience in project management frameworks such as agile, waterfall, scrum or PRINCE2.
• Strong leadership and influencing capability across cross-functional teams.
• Strategic and customer-focused mindset.
• Strong organisational and planning skills.
• Collaborative leadership style.

Preferred

• Experience within Financial Services or other regulated industries desirable.
• Knowledge of customer marketing, CRM, customer journeys, and marketing operations.
• Experience with customer and marketing technology platforms such as Bloomreach, Salesforce, Adobe, Braze, or HubSpot.
• Familiarity with customer data, analytics, and personalisation initiatives.

Benefits

• 27 days holiday, increasing with service + buy/sell scheme + bank holidays
• 8% Pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Free gym
• Enhanced family leave (subject to qualifying criteria)
• Travel and bike loan schemes
• Employee Assistance Programme
• Regular social events including summer and Christmas parties