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Senior Programme Manager - CRM Transformation

Employer
Modis
Location
Midlothian
Salary
80000.00 - 100000.00 GBP Annual + bonus, benefits
Closing date
21 Jan 2022

View more

Sector
Banking
Responsibilities
Accounting
Position/Level
Professional / Specialist
Contract Type
Permanent
Language
English

Senior Programme Manager - CRM Transformation

Package: GBP80,000 - GBP100,000 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 operating model required to support this vision.

The successful candidate will shape the programme and deliver a business environment required to make effective use of the technology and radically improve customer experience. Strong leadership skills and business acumen are essential. You will need to manage change across the business and deliver multi-disciplinary work cutting across creative, content, CX, data, digital, operations, and proposition.

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.
  • Have ability to engage people and solve problems pro-actively without being a subject matter expert.
  • Agile experience is preferred.
  • Experience in Salesforce CRM would be helpful.

Please apply ASAP or contact Matt Stone (see below) for more information.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

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

By applying for this role your details will be submitted to Modis International Ltd and/or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.

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