Programme Manager – CRM Transformation

Programme Manager – CRM Transformation
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 -  Our Hybrid model for this role will mean 2 days per a week in the office.
Salary Range - £64000 - £70000

About Us

Macmillan Cancer Support exists to do whatever it takes to support people living with cancer. To help us deliver on that ambition, we’re undertaking a significant, multi-year Customer and Income Management (CIM) transformation programme – and we’re looking for an experienced Programme Manager to help lead this important change. Working alongside the CIM Programme Director, you’ll take accountability for one or more major workstreams within the programme. You’ll bring together multidisciplinary teams, technology specialists, delivery partners and senior stakeholders to turn strategy into action, keeping complex work moving and ensuring we achieve the outcomes and benefits we set out to deliver. This is a role for someone who combines strong programme leadership with a solid understanding of CRM technology delivery. You’ll be confident working across business and technology teams, understanding the challenges involved in delivering CRM platforms, integrations, data migration and system changes, while keeping the focus on business outcomes and user adoption.

What you'll be doing 

You’ll lead the planning and delivery of your assigned workstreams, ensuring they are well governed, properly resourced and aligned to the wider CIM transformation and Macmillan’s organisational strategy.

You’ll:

• Lead multidisciplinary teams to deliver complex transformation workstreams, managing scope, costs, resources, timescales, risks, issues and dependencies.
• Provide effective programme leadership across CRM technology delivery, working closely with technology teams, architects, product specialists, implementation partners and suppliers.
• Use your understanding of CRM platforms, technology delivery and implementation lifecycles to provide effective challenge, identify delivery risks and make informed decisions.
• Oversee CRM implementation and enhancement activity, including requirements, solution development, configuration, integrations, testing, data migration, deployment and transition into business-as-usual.
• Understand the dependencies between CRM technology, data, integrations, business processes and user experience, ensuring these are considered throughout delivery.
• Lead transformation involving the migration from legacy technology to modern CRM platforms, ensuring changes to systems, processes and ways of working are successfully delivered.
• Drive benefits realisation, identifying what could prevent the intended outcomes from being achieved and working with stakeholders to remove those barriers.
• Provide clear, insightful reporting and governance for Programme Boards and senior stakeholders – bringing the right information, challenge and recommendations to support effective decisions.
• Build trusted relationships across Macmillan, working with senior leaders, delivery partners, vendors and teams across the organisation.
• Manage complex technology and business risks, issues and dependencies, knowing when to resolve, when to challenge and when to escalate.
• Coordinate resources and delivery partners, ensuring the right technical and business capability is available at the right time and that suppliers deliver effectively against agreed outcomes.
• Act as a catalyst for change, supporting the adoption of new CRM capabilities, systems, processes and ways of working.
• Capture learning and continuously improve programme delivery, while coaching others in effective programme management practice.

What you'll Bring

You’ll be an experienced programme or transformation leader who understands both how to deliver complex technology change and how to make that change work for an organisation.

We’re looking for:

• Significant experience successfully leading complex, multi-year technology-enabled transformation programmes or large-scale projects, ideally involving CRM, customer technology, data or digital transformation.
• Strong knowledge of CRM technology delivery, with experience leading or managing CRM implementations, enhancements or major platform change.
• A good understanding of CRM implementation lifecycles, including requirements gathering, solution design, configuration/development, integrations, testing, data migration, deployment and adoption.
• Experience working closely with technical teams and technology delivery partners, with sufficient technical understanding to challenge, identify dependencies and assess delivery risks without needing to be the technical specialist.
• Experience of delivering transformation involving legacy technology migration and significant changes to systems, data, processes and ways of working.
• Experience managing CRM requirements and priorities across business and technology stakeholders, balancing user needs, technical constraints and programme outcomes.
• Experience managing CRM vendors or implementation partners, including delivery performance, dependencies and contractual commitments.
• Strong programme and project management expertise, with experience of approaches such as MSP, Agile and/or Waterfall.
• A proven ability to manage senior and diverse stakeholders, including navigating difficult or competing priorities with diplomacy, confidence and tact.
• Strong experience of managing risks, dependencies, resources and delivery partners across multiple workstreams.
• Excellent communication, influencing, negotiation and problem-solving skills.
• The ability to build positive, constructive relationships and bring people with you through significant organisational change.

Most importantly, you’ll be someone who can bring clarity, momentum and confidence to complex CRM-enabled transformation. You’ll be able to bridge the gap between business ambition and technology delivery, understand the detail without losing sight of the bigger picture, and ensure that new technology translates into meaningful organisational change and lasting benefits.

Recruitment Process 
Application deadline: October 14th 2026
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.