Sanctuary is one of the UK's leading providers of housing, care and community services. With around13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.
Project Manager : Customer Experience
Worcester based with a balance of home and office working
GBP 44,192 : GBP 46,517 per year
35 hours per week : Monday to Friday : 9:00am to 5:00pm
We are looking for a Project Manager to join our Customer Experience team sat within our Affordable Housing Sector. The role focuses on the voice of the customer, understanding what their needs are building relationships with both customer and stakeholders of the business. We are looking for a candidate with experience in working on projects with customers to understand their view. The Affordable Housing Team
provides a range of affordable homes and support services in England and Scotland and delivers services at a competitive cost to meet the needs of our customers.
The role of
Project Manager : Customer Experience
will include:
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Project Manage business change initiativesacross the full project lifecycle, ensuring effective planning, resource utilisation and stakeholder engagement to deliver sustainable outcomes
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Drive training and adoption strategiesto embed new systems and processes, working closely with operational teams to ensure readiness, capability building, and long:term ownership
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Analyse data and identify trends and lessons learned to make recommendations for service improvement and seek opportunities to enhance customer experience
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Support the delivery and integration of new and existing business systems, with a focus onchange impact assessment,user engagement, andtraining deliveryto maximise adoption and value
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Provide high:quality, detailed information to senior management on project progress, risks, and change readiness to support operational planning and delivery of anticipated targets
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Capture and share lessons learned throughout the project lifecycle to inform future initiatives and strengthen organisational learning
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Collaborate with colleagues to scope projects effectively, ensuring clarity of roles, responsibilities, and expectations, particularly in relation to change management and adoption planning
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Lead projects that involve reviewing and redesigning organisational structures to improve service delivery, operational efficiency, and employee engagement
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Oversee the implementation and integration of Customer Relationship Management (CRM) systems, ensuring alignment with business processes, customer service goals, anduser adoption strategies
Skills and experiences:
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Experience in Housing or regulated services
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Demonstrable experience in managingorganisational change and transformation projects, including structure reviews, workforce planning, and stakeholder engagement
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Proven track record of delivering CRM system implementations (e.g., Salesforce, Dynamics 365, or similar), with a strong focus ontraining, change management, and post:implementation support
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Strong project management skills, with experience in leading cross:functional teams through complex change programmes
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Experience in developing and reviewing policies and procedures to support business change and operational improvement
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Proven ability to analyse and diagnose problems, develop change strategies, and implement solutions that drive adoption and measurable impact
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Proficient in using project management and collaboration tools, including:
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Microsoft Projectfor planning and scheduling
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Jirafor agile project tracking and issue management
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Confluence(or equivalent) for documentation and knowledge sharing
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Willingness to travel as required; a full valid drivin