Salary: Neogtiable Location: Glasgow Key Responsibilities Technology & Digital Strategy Leadership * Own and evolve the enterprise technology and digital strategy, aligned to business growth targets and customer experience ambitions * Translate strategic goals (e.g. digital acquisition growth, retention uplift) into clear technology roadmaps and investment plans * Act as a key contributor to overall business strategy, ensuring technology is positioned as a value driver, not a cost centre ________________________________________ Digital Transformation Delivery & Value Realisation * Lead the delivery and optimisation of digital transformation programmes (eCommerce, CRM, billing, customer platforms) * Ensure all transformation initiatives are: o Cost effective, and against business case o Adopted effectively across the business o Measured against defined KPIs and ROI targets * Implement benefits tracking frameworks (e.g. LTV:CAC, conversion, retention, cost-to-serve) * Identify and resolve gaps between designed and live operating models ________________________________________ Growth Enablement & Digital Performance * Partner with Marketing and eCommerce leadership to enable: o Scalable digital acquisition (SEO, Paid, CRM journeys) o Conversion rate optimisation and funnel performance o Customer lifecycle management and retention strategies * Ensure platforms support: o Personalisation o Subscription management and pricing complexity o Cross/upsell capability * Drive a data-led growth culture, ensuring decisions are backed by insight and performance tracking ________________________________________ Enterprise Architecture & Platforms * Define and govern the target architecture, ensuring scalability, security, and flexibility * Oversee key platforms such as: o CRM (e.g. Dynamics / Salesforce) o Billing & subscriptions (e.g. ChargeBee) o eCommerce platforms (e.g. Shopify / Adobe / WooCommerce) o Data & analytics (e.g. Azure Data Platform) * Ensure clean integration patterns, reducing manual workarounds and technical debt * Establish architecture governance and design authority ________________________________________ Data, Insights & Performance Management * Own the data strategy, ensuring a single, trusted view of customer and operational data * Establish real-time dashboards and executive reporting across: o Revenue, conversion, CPA, LTV o Operational performance and service levels * Enable advanced analytics and forecasting capabilities * Ensure data supports both operational execution and strategic decision-making ________________________________________ Operational IT & Service Excellence * Ensure stable, secure, and high-performing IT operations and infrastructure * Define and maintain SLAs, service management frameworks, and support models * Drive automation and efficiency across business processes * Act as escalation point for critical incidents and systemic issues ________________________________________ Vendor, Commercial & Risk Management * Own strategic relationships with technology vendors and delivery partners * Ensure: o Vendors deliver to contractual commitments and SLAs o Commercial models deliver value for money * Lead RFPs, vendor selection, and contract negotiations * Manage technology risk, compliance, and security posture ________________________________________ Leadership, Governance & Culture * Build and lead a high-performing technology and digital team * Establish clear governance frameworks (decisions, risks, issues, dependencies) * Drive cross-functional alignment between Technology, Marketing, Operations, and Finance * Champion a product-led, agile, and outcome-driven culture ________________________________________ Information & Cyber Security * Define and lead the organisation's Information Security and Cyber Security strategy, ensuring alignment with overall business risk appetite and regulatory requirements * Establish and maintain a robust security framework covering: o Identity & Access Management (IAM) o Data protection and privacy (including GDPR compliance) o Network, infrastructure, and application security o Endpoint and cloud security (e.g. Azure environments) * Implement a "security by design" approach across all digital and transformation initiatives, ensuring that new platforms (CRM, eCommerce, billing, data) are secure, compliant, and resilient from inception * Own and oversee cyber risk management, including: o Risk identification, assessment, and mitigation o Maintenance of a live security risk register o Regular reporting to the board on cyber posture and key threats * Ensure the organisation has effective monitoring, detection, and response capabilities, including: o Security Operations (internal or outsourced SOC) o Incident response planning and playbooks o Regular testing (penetration testing, vulnerability scanning) * Lead incident and breach management, acting as executive escalation point and ensuring: o Rapid containment and recovery o Clear communication to stakeholders and regulators where required * Define and enforce data governance and protection policies, ensuring: o Customer and operational data is secure, accurate, and appropriately controlled o Clear ownership, classification, and lifecycle management of data * Ensure compliance with relevant standards and certifications (e.g. ISO 27001, Cyber Essentials Plus), and manage audit readiness * Oversee third-party and vendor security, ensuring: o Suppliers meet defined security standards o Risks from integrations and external platforms are actively managed * Drive security awareness and culture, ensuring all employees understand their role in protecting customer and business data ________________________________________ CIO Success Measures (Scaling Business) Growth & Commercial Impact * Digital Revenue Contribution (%) - growth of digital channel as a % of total revenue * Revenue Uplift from Technology Initiatives (£ / %) - measurable impact of platform improvements * Customer Acquisition Efficiency (CAC) - reduction in CAC driven by platform, data, and optimisation * LTV:CAC Ratio - improvement driven by better retention, personalisation, and lifecycle management * Conversion Rate (%) - improvement across key digital journeys Core principle: Technology must demonstrably drive revenue, not just enable it. ________________________________________ Transformation Delivery & Value Realisation * % of Strategic Initiatives Delivered On-Time / On-Budget * Benefits Realisation (%) vs Business Case * Time to Value (TTV) - speed from delivery to measurable business impact * Adoption Rates (%) - usage of new platforms, tools, and processes * Reduction in "Design vs Reality" Gaps - measured through post-implementation reviews Core principle: Delivery is only successful if value is realised and embedded. ________________________________________ Digital & Customer Experience Performance * End-to-End Customer Journey Success Rate (%) * Customer Retention / Churn Rate (%) * Net Promoter Score (NPS) / Customer Satisfaction (CSAT) * Self-Service Adoption (%) - reduction in manual/customer service interactions * Personalisation Effectiveness (e.g. uplift in AOV / cross-sell rate) Core principle: Technology should simplify and enhance the customer experience at scale. ________________________________________ Technology & Platform Performance * Platform Uptime (%) / Availability (e.g. 99.9%) * Page Speed / Performance Metrics (Core Web Vitals) * Incident Frequency & Severity (P1/P2 reduction) * Mean Time to Resolution (MTTR) * Release Velocity / Deployment Frequency Core principle: Stable, fast, and scalable platforms are non-negotiable in growth environments. ________________________________________ Data & Insight Maturity * Single Customer View Coverage (%) * Data Accuracy & Integrity Scores * Time to Insight (reporting latency reduction) * Executive Dashboard Adoption (%) * % Decisions Supported by Data / Analytics Core principle: A scaling business must become increasingly data-led. ________________________________________ Operational Efficiency & Cost Control * Cost to Serve per Customer (£) * Automation Rate (%) across key processes * Reduction in Manual Workarounds (%) * Technology Spend as % of Revenue (optimised, not just reduced) * ROI on Technology Investments (%) Core principle: Scale should reduce unit cost, not increase complexity. ________________________________________ Architecture & Scalability * Time to Launch New Products / Features * Integration Efficiency (e.g. API reuse, reduced point-to-point integrations) * Technical Debt Reduction (%) * Scalability Benchmarks (e.g. concurrent users supported) * Reusability of Core Services (%) Core principle: Architecture should enable speed and flexibility, not constrain it. ________________________________________ Vendor & Commercial Management * Vendor Performance vs SLA (%) * Build a high performing and measured vendor network (%) * Delivery Quality (defect rates, rework required) * Cost Optimisation / Savings Achieved (£) * % Strategic vs Tactical Vendor Spend * Contract Compliance & Risk Exposure Reduction Core principle: Vendors should be accountable, high-performing, and commercially efficient. ________________________________________ Information & Cyber Security * Number of Critical Vulnerabilities / Incidents * Time to Detect & Respond (MTTD / MTTR - security) * Compliance Status (e.g. GDPR, ISO27001 readiness) * Phishing / Awareness Test Success Rate (%) * Third-Party Security Compliance (%) Core principle: Security must scale with the business, without becoming a blocker. ________________________________________ People, Culture & Operating Model * Employee Engagement / eNPS (Technology Teams) * Retention of Key Talent (%) * Capability Uplift (skills development, certifications) * Cross-Functional Delivery Effectiveness * Business Satisfaction with IT (%) Core principle: High-performing teams and clear operating models are critical to sustained delivery. Benefits: 4 x Death in service cover Single Healthcare cover Pension salary Exchange scheme Paid holidays INDLP