You run the CRM programme; you sit between the business, IT team, and vendor; you make sure this gets delivered properly, on time, and adopted by the branches. This is not admin. This is delivery.
What You're Responsible For
- Programme Delivery (Core)
- Own day-to-day delivery of CRM migration (12‑24 months)
- Build and manage the full project plan
- Track milestones, risks, dependencies, and delivery
- Vendor Management
- Act as the main interface with CRM provider
- Hold them accountable to timelines and deliverables
- Translate business needs into clear requirements
- Internal Coordination
- Work with
- IT dev team (inc. 8 developers)
- Managing Director of Operations
- Heads of Department
- Marketing / Lettings / FS
- Requirements & Build Oversight
- Define and document what needs to be built (circa 25+ internal tools/services)
- Challenge scope creep
- Change & Adoption
- Plan rollout to branches
- Ensure teams actually use the system
- Work with training to support adoption
- Reporting & Visibility
- Provide clear weekly updates: progress vs plan, risks, decisions needed, no surprises to senior leadership
- Risk Management
- Identify risks early (integration, data, adoption, vendor delays)
- Put mitigation plans in place
- Escalate quickly when needed
What Success Looks Like
- CRM Rollout – delivered on time, phased, stable
- Adoption – branches using it confidently
- Delivery – clear milestones hit consistently
- Risk – no major surprises
- Stakeholders – aligned and informed
What You Need to Bring/Experience
- Project Manager on complex system / CRM / tech rollouts
- Multi‑stakeholder environments
- Vendor‑led implementations
- End‑to‑end delivery (not just phases)
Skillset
- Strong planning and organisation
- Clear communication (you simplify, not complicate)
- Comfortable pushing back
- Commercial awareness
- Able to spot gaps quickly
Mindset (Critical)
- Delivery‑first
- Not afraid to challenge people
- Calm under pressure
- Detail‑focused but outcome‑driven
- Takes ownership
The Risks in This Role
- Get messy at times
- Involve competing priorities
- Require difficult conversations
#J-18808-Ljbffr