Senior Manager, IT Project Management (2-year contract)

Leads the strategy, implementation, enhancement, and support of the CRM platform and related customer engagement applications to meet business objectives and customer experience goals. It sits within the IT Change Department, which ensures successful delivery of IT change initiatives using agile or waterfall methodologies and is supported by the IT Change Management Office. The role partners with Membership, Marketing, Customer Service, Digital, and other business stakeholders to drive customer journey optimisation, business process improvement, and digital transformation.

• Lead the strategy, implementation, enhancement, and support of the CRM platform and related customer engagement applications to meet business objectives and customer experience goals.
• Partner with Membership, Marketing, Customer Service, Digital, and other business stakeholders to identify opportunities for customer journey optimisation, business process improvement, and digital transformation.
• Drive end-to-end delivery of CRM projects and system enhancements, managing project planning, resource management, budgeting, governance, stakeholder communications, risk management, and reporting to ensure delivery within agreed scope, schedule, budget, and quality standards.
• Oversee solution design, system integration, and data migration, ensuring alignment with enterprise architecture standards, security requirements, industry best practices, and effective integration with enterprise systems such as customer portals, digital channels, loyalty platforms, ERP systems
• Data platforms, and third-party applications.
• Manage CRM vendors, implementation partners, system integrators, and support teams to ensure high-quality delivery and compliance with contractual and service-level commitments.
• Provide subject matter expertise on CRM capabilities and customer management processes, including customer acquisition, membership management, customer engagement, loyalty programmes, marketing automation, customer service, and analytics.
• Facilitate business requirements gathering, solution workshops, user acceptance testing (UAT), training, and change management activities to ensure successful business adoption.
• Proactively identify, assess, and communicate complex project risks, issues, dependencies, and mitigation plans to project sponsors and senior stakeholders.
• Establish and maintain strong relationships with business users, IT teams, vendors, and external partners to drive successful project outcomes and maximise business value realisation.
• Support post-implementation stabilisation, benefits realisation, and continuous improvement initiatives to enhance customer experience and operational efficiency.

• Degree in Information Technology, Information Systems, Computer Science, Engineering and Business Administration, or related disciplines.
• Minimum 8 years of project management experience delivering large-scale CRM, digital transformation, or customer-facing technology projects.
• Proven experience managing CRM implementations such as Salesforce, Microsoft Dynamics 365, Oracle CX, SAP CRM, or equivalent platforms.
• Strong understanding of system integration, data migration, cloud solutions, and enterprise application delivery.
• Strong stakeholder management, vendor management, and communication skills.

• Professional project management certification (PMP, PRINCE2, Agile, Scrum, or equivalent).
• ITIL Foundation.
• Experience in customer engagement, membership, loyalty, marketing automation, customer service, or omni-channel customer platforms.

• Competitive benefits package.
• Dynamic working environment.
• Development opportunities.

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