CRM Programme Manager

Wirral, Merseyside
Hays Specialist Recruitment

| CRM Programme Manager | Wirral | Hybrid | £68,100

Job Title: CRM Programme Manager

Responsible to: Transformation Director

Salary: £68,100

Summary

• Drive the implementation of the CRM, working closely with the senior leadership team to embed the software and ensure colleagues embrace new ways of working
• Work closely with the programme Sponsors and key stakeholders to keep the informed and engaged throughout the programme
• Work with our external partners to ensure they are delivering against the agreed timescales, objectives and outputs

Main tasks

• Lead the programme management team specifically related to the CRM programme, leading the delivery of the programme objectives including benefits realisation, timescales, resource and risk.
• Form the CRM Project Team, including 5 core project staff.
• Working closely with the Senior Programme Sponsor and Leads to design and implement the CRM solution.
• Define and manage stakeholder engagement, creating a communications and engagement plan that builds excitement about the programme and keeps stakeholders informed.
• Be responsible for reporting programme progress to the Transformation Director, Executive Director of Customers & Communities and all senior stakeholders.
• Ensure all project disciplines are undertaken in line with recognised methodologies to enable effective governance of the project.
• Manage the relationship with our key implementation partners and be the link between technical delivery teams and the business users.
• Link closely with the Data Transformation Lead and Data Programme Board to make sure dependencies are considered and there are no conflicts between the programmes.
• Manage resource effectively and engage support from other critical teams (HR, IT, Finance, Business Assurance) in advance to prevent resource bottlenecks.
• Identify Programme risks and escalate to relevant operational and strategic risk registers, focusing on both risk to the programme and risk to the organisation.
• Line manage the project team, including subject matter experts seconded into the team for a period of time, ensuring they are delivering against objectives.
• Identifying and implementing a rigour of continuous improvement activities throughout the programme delivery and transitioning this into business as usual.

Experience Required

• Experience of delivering large transformation programmes
• Experience of implementing a CRM solution would be advantageous
• Experience of evaluating the impact of business process or system improvements in terms of culture change, return on investment, or benefits realisation
• A programme or project management qualification
• A degree in a relevant discipline is desirable
• Outstanding analytical skills
• Strong presentation skills
• Experience of influencing at all levels of an organisation
• Experience of software supplier and contract management
• Excellent problem-solving abilities, able to translate complex programmes of projects, making them accessible to a variety of audiences
• Strong interpersonal skills and a clear, confident communicator who can challenge existing ways of working to improve customer experience
• Experienced leader, able to inspire, motivate and manage others
• Passion for customer service excellence and experience in delivering people centric solution

Benefits

• 25 days holiday (plus UK bank Holidays)
• 3 days paid shut down over Christmas, or alternative time off
• Pension Scheme options with up to 18% employer contributions
• Flexible working
• Healthcare Cash Plan
• Well-being support and fun employee events
• Employee Recognition programme
• Paid professional memberships
• Volunteering days
• Subsidised on-site gym

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