The Role
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)
o Own day-to-day delivery of CRM migration (12–24 months)
o Build and manage the full project plan
o Track milestones, risks, dependencies, and delivery
* Vendor Management
o Act as the main interface with CRM provider
o Hold them accountable to timelines and deliverables
o Translate business needs into clear requirements
* Internal Coordination
o Work with IT dev team (inc. 8 developers), Managing Director of Operations, Heads of Department, Marketing / Lettings / FS
* Requirements & Build Oversight
o Define and document what needs to be built (circa 25+ internal tools/services)
o Challenge scope creep
* Change & Adoption
o Plan rollout to branches
o Ensure teams actually use the system
o Work with training to support adoption
* Reporting & Visibility
o Provide clear weekly updates: progress vs plan, risks, decisions needed, no surprises to senior leadership
* Risk Management
o Identify risks early (integration, data, adoption, vendor delays)
o Put mitigation plans in place
o 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
o Strong planning and organisation
o Clear communication (you simplify, not complicate)
o Comfortable pushing back
o Commercial awareness
o Able to spot gaps quickly
* Mindset (Critical)
o Delivery-first
o Not afraid to challenge people
o Calm under pressure
o Detail-focused but outcome-driven
o Takes ownership
The Risks in This Role
* Get messy at times
* Involve competing priorities
* Require difficult conversations
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