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We are looking for a Senior CRM Demand & Delivery Manager to own and coordinate a complex portfolio of CRM initiatives across multiple business areas.
The CRM function is currently in an advanced foundational phase, with core platforms, data assets and customer engagement capabilities being established and scaled. At the same time, demand across Loyalty, Retail, Digital, Life & Health Insurance, Clinics and strategic partnerships continues to grow.
This role will balance both priorities: strengthening the CRM delivery foundation while orchestrating an increasingly complex portfolio of strategic and BAU initiatives.
You will be accountable for maintaining delivery quality, roadmap integrity, realistic capacity planning and transparent prioritisation, ensuring that the CRM programme evolves at the pace required by the business.
A key part of the role is maintaining an honest and realistic view of what the CRM team can deliver. Where demand exceeds capacity or conflicts with committed priorities, you will be expected to challenge, redirect and negotiate priorities, rather than simply absorb additional scope.
The position reports to the CRM Lead and requires close collaboration with business stakeholders, technical teams, external partners and senior leadership.
Own and govern the formal CRM demand intake process across multiple business units.
Assess and prioritise incoming requests based on strategic objectives, business value and available capacity.
Facilitate requirements-gathering sessions with business stakeholders.
Translate business needs into clearly documented functional and technical requirements.
Maintain a transparent, up-to-date view of CRM team capacity and delivery commitments.
Identify situations where demand cannot realistically be delivered within agreed timelines.
Provide structured pushback when requests are unrealistic and negotiate sequencing, scope or priority adjustments before commitments are made.
Maintain visibility across the overall CRM delivery portfolio.
Lead the discovery and shaping of CRM initiatives in partnership with business and technical stakeholders.
Understand business objectives and translate them into structured CRM requirements.
Assess dependencies, delivery complexity and implementation considerations before initiatives enter delivery.
Support workshops and cross-functional discovery sessions.
Ensure initiatives meet an appropriate Definition of Ready before delivery begins.
Own and maintain the CRM delivery roadmap.
Maintain a 12-month forward view of the CRM programme.
Sequence initiatives based on priorities, capacity and dependencies.
Identify dependencies early enough to minimise downstream delivery risks.
Translate longer-term roadmap planning into actionable quarterly commitments.
Produce portfolio status reports and executive dashboards.
Present roadmap updates, milestones, risks, dependencies and delivery forecasts to senior stakeholders.
Maintain appropriate governance, reporting and decision-making structures.
Manage CRM initiatives from concept through deployment.
Coordinate delivery across internal teams, technical functions and external partners.
Track milestones, risks, dependencies and delivery progress.
Facilitate sprint planning, quarterly business reviews and cross-team alignment sessions.
Maintain decision registers, delivery documentation and governance artefacts.
Balance high-volume BAU delivery with concurrent strategic initiatives.
Ensure delivery commitments remain realistic and aligned with available capacity.
Partner with technical teams to define CRM solution requirements, including:
data requirements;
audience and segmentation logic;
integrations;
reporting specifications;
lifecycle programmes;
automation;
personalisation.
Coordinate QA across CRM campaigns and customer journeys prior to deployment.
Engage effectively with engineers on topics such as:
data ingestion;
audience logic;
CRM data models;
API integrations;
customer journey complexity;
upstream system dependencies.
Understand how enterprise systems, data event pipelines and digital platforms impact CRM delivery.
Identify technical dependencies and release constraints early in the delivery lifecycle.
Provide senior leadership with consistent and reliable visibility into CRM delivery.
Communicate status proactively and surface blockers early.
Manage expectations across technical and non-technical stakeholders.
Resolve competing stakeholder priorities with confidence.
Translate technical delivery information into clear business language.
Present delivery risks, priorities and trade-offs to executive audiences.
Relevant tertiary qualification or equivalent professional experience in Business, Technology, Project/Programme Management, Digital, Marketing or a related field.
Proven experience managing roadmaps, delivery portfolios and strategic initiatives within complex, multi-stakeholder environments.
Demonstrated experience within one or more of the following:
CRM;
Loyalty;
MarTech;
Digital Product;
Retail;
eCommerce;
Customer Experience.
Strong track record of managing high-volume BAU delivery alongside strategic programme delivery.
Strong experience in stakeholder management, governance and executive reporting.
Experience coordinating delivery across multiple internal teams and external agency or technology partners.
Proven ability to translate business requirements into structured technical requirements for delivery teams.
Strong programme, portfolio and delivery management capability.
Strong analytical and structured thinking, with the ability to assess complex portfolios, identify dependencies and make evidence-based prioritisation decisions.
Excellent communication, facilitation and stakeholder management skills.
Ability to manage several concurrent workstreams while maintaining a high level of attention to detail.
Experience maintaining delivery artefacts such as RAID logs, dependency maps, delivery plans and decision registers.
The role does not require hands-on CRM configuration, but the successful candidate must be technically credible enough to work effectively with CRM and engineering teams.
You should have working or conversational knowledge of Braze or an equivalent enterprise CRM platform, including an understanding of:
CRM data models;
audience segmentation;
customer journey logic;
API integration patterns;
data ingestion;
automation;
personalisation;
factors affecting CRM solution complexity.
Equivalent platforms may include:
Salesforce Marketing Cloud
Adobe Campaign
You should also have a general understanding of enterprise technology landscapes, including:
digital channel platforms;
data event pipelines;
enterprise systems of record;
APIs and integration patterns;
upstream system dependencies;
release constraints.
Hands-on platform operation is advantageous but not required.
Experience with programme/project management tools such as:
Jira
Azure DevOps
Microsoft Project
Asana
or equivalent platforms
Experience working within delivery methodologies such as:
Agile
Scrum
Kanban
SAFe
Waterfall
Hybrid delivery models
Direct hands-on experience operating Braze or another enterprise CRM platform.
Experience within MarTech ecosystems and platform integrations.
Familiarity with cloud platforms, APIs and integration patterns.
Agile delivery experience across Scrum, Kanban, SAFe or hybrid environments.
PMP, PRINCE2 Practitioner or equivalent Project/Programme Management certification.
Braze Marketer or Braze Practitioner certification.
Experience working in environments where delivery processes and governance frameworks are still being established or matured.
This role follows a hybrid working model, with in-person attendance required for activities such as planning workshops, quarterly business reviews and cross-team alignment sessions.
The environment is fast-paced, with a broad stakeholder landscape and priorities that may evolve frequently. The successful candidate should therefore be comfortable not only operating within established processes, but also helping define and improve delivery standards, governance and ways of working.