Senior Programme Manager

4 days ago

West Midlands Region, United Kingdom Modis Full time

**Senior Programme Manager - CRM Transformation**

Package: £80,000 - £100,000 plus industry leading bonus and comprehensive benefits package

Based: Hybrid - ideally local to Edinburgh but can also consider London or Birmingham

My client who are a large, nationally recognised financial services organisation, known for being one of the UK's 'great places to work' is looking for a Senior Programme Manager to lead their CRM Transformation.

They are looking to enable innovative, timely and relevant omni-channel customer engagement at scale, create a deep connection with our customers and support better customer and business outcomes. The programme will implement the infrastructure and operatingmodel required to support this vision.

**Key Responsibilities**:

- Design a model for and deliver a business transformation in relation to CRM and MarTech capability including organisational change and ways of working.
- Define and deliver CRM strategy for the business across all products, services and solutions.
- Obtain a deep understanding of customer and client requirements and improve experiences across all platforms
- Lead supplier selection to meet requirements and deliver value for money. Lead implementation of new supplier and new CRM platform to meet the business needs.
- Build relationships with all key stakeholders, evaluating priorities across the business and ensuring transparent and consistent processes for decision making.
- Lead activity across the business to collate and prioritise requirements for CRM and MarTech that support the end to end customer experience.
- Ensure programme scope is appropriate and delivers our objectives. Ensure success criteria and desired outcomes are defined, understood, appropriately communicated and tracked.
- Ensure dependencies with other key change programmes are identified and addressed.
- Deliver processes, frameworks and governance to support effective use of the technology within the business so that it can deliver to support business outcomes as part of BAU.
- Continually roadmap and optimise the experience working closely with proposition, distribution, marketing, service, technology, data and insights.

**Key Skills and Experience required**:

- Must have extensive experience leading effective CRM transformations at pace in large organisations, ideally those with a retail customer focus.
- Possess a deep understanding of the technology solutions and architecture, and the business capabilities required for effective use.
- Be a driver of change and innovation.
- Be passionate about better customer experiences and outcomes.
- Be a strategic thinker and able to identify priorities and articulate clear goals.
- Must have demonstrable stakeholder management skills and ability to build strong relationships across the business.
- Agile experience is preferred.
- Experience in Salesforce CRM would be helpful.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

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