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