Programme Director - Customer and Income Management

Programme Director - Customer and Income Management
Fixed Term Contract (12 months)  
Full time (34.5 hours), we are open to a conversation about how you work these hours 
Hybrid - Split between home and our London Office
Salary -  circa £136,500, depending on skills and experience

About us 

At Macmillan Cancer Support, we believe that no one should face cancer alone. Every day, we stand alongside people living with cancer – providing practical, emotional and financial support when it matters most. Now, we’re looking for an exceptional leader to help us transform how we serve them. 

About the role 

The CIM Programme Director will be the single accountable leader for designing and delivering enterprise-wide change. You will unite technology, people, culture and process behind one compelling vision, ensuring transformation delivers measurable impact for those who need us most. You’ll combine strategic clarity with hands-on delivery leadership. You’ll inspire confidence at Board level while energising teams across the organisation. And you’ll ensure that every pound invested delivers meaningful value. This is more than a programme leadership role. It is a rare opportunity to lead one of the most significant cross-organisational transformations at Macmillan, shaping how we connect with supporters, partners and people living with cancer, and ensuring we can sustainably fund and deliver life-changing services long into the future. 

What you’ll do 

• Lead transformation end-to-end 

You will hold full accountability for the design and delivery of the Customer and Income Management (CIM) programme across Technology & Data, Engagement, Services, Finance & Operations, HR and beyond, ensuring milestones are met on time and within budget, with tangible business benefits realised. 

• Shape and communicate a compelling vision 

You will bring people with you. Through powerful storytelling and strong stakeholder engagement, you will inspire momentum and alignment across the Executive Team, Trustees and Senior Leaders. 

• Deliver measurable value 

You will: 

• Develop and own a coherent transformation strategy and governance framework that delivers quantifiable value, including cost savings, increased income, and enhanced customer experience. 

• Drive benefits realisation with clear KPIs and transparent reporting such as project completion rate, technology adoption rate, and innovation rate, ensuring continuous improvement and alignment with organisational goals. 

• Deliver rigorous financial oversight and demonstrable ROI 

• Align programme objectives with organisational strategy, regularly reviewing progress with the Executive Team and Board 

Success will be measured not only in delivery, but in impact, operational efficiency, enhanced service quality, increased income, improved customer experience and sustained cultural change. 

• Embed lasting change 

You’ll ensure new systems and processes are supported by real behavioural and cultural shifts, driving high adoption rates and long-term sustainability. 

• Strengthen resilience and trust 

You will oversee robust risk management, business continuity and compliance (including safeguarding and data protection), ensuring zero major incidents and strong governance throughout. 

• Build high-performing teams 

You will foster a culture of accountability, resilience and continuous learning ensuring the right capabilities are in place at every stage of the programme. 

Who you are 

You are an experienced transformation leader with: 

• Strong experience of delivering large, complex, technology-enabled change programmes 

• A proven track record of leading £10m+ programmes to time, budget and measurable benefit 

• Deep experience across technology, data and business transformation (CRM experience advantageous), alongside people and cultural change 

• Strong financial acumen - experienced in building and delivering against business cases in partnership with Finance 

• Expertise in procurement and third-party partner management 

• Versatility across Agile and Waterfall methodologies 

• Demonstrated ability to lead culture change across complex programmes, driving adoption of new processes, behaviours, and technologies. 

But beyond your experience, it’s who you are that matters most. 

You are: 

• Emotionally intelligent, adaptable and calm under pressure 

• A trusted voice who brings credibility, transparency and honesty 

• Resilient, persistent and energising 

• Highly organised and forward-thinking 

• Grounded in purpose, leading with both head and heart 

Recruitment Process

Application deadline: March 23rd
First interview dates: TBC

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed. 

We are an organisation that is committed to setting candidates up for success, so we can support you to be at your best during the application or selection process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice, or a conversation on reasonable adjustments.  

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.