CRM Delivery Lead

We are seeking an experienced CRM Delivery Manager to lead a major, business-wide CRM transformation programme. This role requires a highly effective communicator with strong delivery leadership, capable of coordinating cross-functional teams and managing a third-party delivery partner. The successful candidate will bring structure, clarity, and momentum to a complex multi-site programme, ensuring phased CRM rollouts land smoothly and with minimal operational disruption.

Key Responsibilities

• Lead end-to-end delivery of a large-scale CRM transformation, ensuring releases are delivered on time, to scope, and to high quality standards.

• Drive coordination across product, engineering, QA, data, architecture, operational teams, and external suppliers.

• Manage roadmaps, milestones, risks, dependencies, and RAID logs, providing clear governance and executive-level reporting.

• Act as the primary interface between internal teams and the third-party CRM partner, ensuring alignment and accountability.

• Support change management and adoption planning to enable smooth rollouts across multiple business units.

• Maintain delivery discipline through effective sprint planning, Kanban flow management, backlog refinement, and release planning.

• Oversee dependency management across integrations, data migration, testing, training, and readiness workstreams.

• Champion continuous improvement and identify delivery bottlenecks.

• Provide strong challenge, direction, and communication across all teams involved in the programme.

Skills & Experience

• Proven track record delivering large-scale transformation or CRM/platform implementations.

• Broad CRM delivery experience.

• Strong technical and development background, able to engage effectively with engineering and architecture teams.

• Experience managing third-party suppliers and holding partners to delivery commitments.

• Excellent communication and stakeholder management skills, including senior/executive engagement.

• Strong understanding of agile delivery frameworks (Scrum, Kanban, SAFe).

• Experience with tools such as Jira, Azure DevOps, GitHub, Jenkins, or similar.

• Ability to work in fast-paced, ambiguous environments and bring structure where needed.