PMO Manager - Customer Care Transformation

PMO Manager - Customer Care Transformation

We're supporting a major UK retail organisation undergoing a large-scale customer transformation programme, focused on improving customer experience, operational efficiency, and introducing more advanced, technology led ways of working.

The Role

This is a hands on PMO position where you'll be responsible for driving governance, reporting, and coordination across a complex delivery environment.

You'll work closely with senior stakeholders and delivery teams to:

• Keep projects on track
• Provide clear, concise updates to leadership
• Identify and manage risks and issues

Key Responsibilities

• Manage programme plans, milestones, risks, issues, and dependencies
• Produce high quality status reports and governance packs
• Support steering committees and leadership forums
• Track and manage programme finances and reportingMaintain accurate data in tools such as Jira / Planner
• Ensure strong governance and PMO best practice
• Support onboarding/offboarding and programme coordination tasks
• Drive continuous improvement in ways of working, including Agile environments

What We're Looking For

• Proven experience in a PMO Manager or Senior PMO Analyst role
• Background supporting large scale transformation or change programmes
• Strong exposure to governance, reporting, and programme controls
• Experience working in fast paced, complex environments
• Excellent communication skills, with the ability to summarise key messages for senior stakeholders
• Strong organisation and attention to detail
• Confident managing multiple workstreams and priorities
• Experience with Jira, Planner, or similar tools
• Good understanding of financial tracking within programmes

Nice to have

• Retail or customer focused transformation exposure (not essential)