Program Manager

About the role

This is an opportunity to lead high-impact CRM and marketing technology initiatives that support customer engagement, lifecycle communications, and operational transformation. You will work across business, marketing, analytics, technology, and agency teams to drive complex programmes from planning through to successful launch and adoption.

The company is a customer-focused organisation investing in the growth and maturity of their CRM and marketing technology capabilities. With a strong emphasis on scalable processes, cross-functional collaboration, and data-driven decision-making, they are delivering a range of initiatives designed to enhance customer communications and operational efficiency. This role offers significant visibility across multiple teams and stakeholders.

Responsibilities

• Lead end-to-end delivery of cross-functional MarTech and CRM initiatives, from scoping and planning through development and rollout.
• Build and manage integrated project plans, timelines, risks, dependencies, and governance processes to ensure successful execution.
• Translate business priorities into structured requirements, workstreams, and deliverables for internal teams and external partners.
• Coordinate delivery across lifecycle marketing, analytics, creative agencies, Salesforce, Braze, and deployment partners.
• Support the launch and adoption of new CRM capabilities, including AI-powered tools and digital asset management solutions.
• Identify process inefficiencies and implement scalable operational improvements that enhance execution quality and reduce manual effort.

Skills and Experience

• Strong experience delivering complex cross-functional programmes or projects from planning through launch.
• Experience supporting CRM, lifecycle marketing, campaign operations, or marketing technology initiatives.
• Ability to translate business objectives into actionable requirements, plans, timelines, and measurable outcomes.
• Experience establishing governance, intake, approval, quality control, and execution frameworks.
• Strong stakeholder management skills with experience coordinating business teams, technology teams, agencies, and external vendors.
• Working knowledge of CRM and marketing technology platforms, with exposure to Salesforce, Braze, digital asset management, or audience management solutions.
• Experience managing risks, resolving blockers, facilitating decision-making, and communicating progress to senior stakeholders.
• Strong analytical and operational improvement capabilities, supported by a data-driven approach.
• Excellent written and verbal communication skills, with the ability to engage technical and non-technical audiences effectively.
• Desired skills: CRM, Marketing Technologies, Braze, Salesforce, Project Manager, PMP.