CRM Marketing Transformation Lead

At Macmillan Cancer Support, we're transforming the way we engage with people affected by cancer. Through a major investment in data, technology and customer engagement, we're building a modern audience ecosystem that will help us better understand our supporters, deliver more personalised experiences and ultimately raise more funds so we can do whatever it takes for people living with cancer., We're looking for an experienced transformation leader to join us as the business lead for one of Macmillan's most ambitious change programmes. Acting as the voice of our Engagement Directorate, you'll ensure our audience strategy is translated into meaningful business outcomes and that new technologies, processes and ways of working are successfully embedded across the organisation. This is not a technical delivery role. Instead, you'll be the person who connects strategy with execution, bringing together colleagues across Marketing, Product, Finance, Data and Technology to make sure our transformation delivers lasting impact. You'll play a pivotal role in shaping how we engage millions of supporters and people living with cancer for years to come.What you'll be doing As the operational business lead for our Customer & Income Management Programme, you'll:

• Lead the business transformation of a large-scale customer, marketing and CRM change programme.
• Represent the needs of our Marketing, Fundraising and Customer Care teams throughout programme design and delivery.
• Translate strategic audience and marketing priorities into clear business requirements, operating models and measurable outcomes.
• Drive the adoption of new customer engagement capabilities, ensuring our teams embrace new technologies, data and ways of working.
• Work in partnership with Product, Finance, Technology and Data teams to ensure solutions meet both customer needs and organisational objectives.
• Champion opportunities to improve customer journeys through personalisation, automation and data-led decision making.
• Lead business readiness, stakeholder engagement and change adoption across a complex, agile transformation programme.
• Develop roadmaps and implementation plans that balance innovation with an excellent customer experience.
• Establish measures of success, using insight and performance data to demonstrate business value and continuous improvement.
• Help build organisational capability in CRM, audience management, customer journeys and data-driven marketing.
  
  You'll be someone who thrives in complex transformation environments and enjoys bringing people together around a shared vision. You'll understand how marketing, customer engagement and technology combine to create better experiences, and you'll have the credibility to influence senior stakeholders across multiple disciplines.
We're looking for someone who has:
• Significant experience leading customer engagement or CRM transformation programmes.
• A strong track record of acting as the business lead or senior business stakeholder within large-scale data and technology change programmes.
• Experience translating strategic business objectives into practical requirements, operating models and organisational change.
• Strong knowledge of customer engagement, lifecycle marketing, personalisation and retention strategies.
• Experience using data, technology and automation to improve customer experiences and commercial outcomes.
• Excellent stakeholder management skills with the ability to influence across complex organisations.
• Commercial awareness and experience connecting audience strategy to measurable business results.
• Strong communication, leadership and organisational change management skills.
It would also be great if you have experience with:
• Microsoft Dynamics 365 or similar CRM platforms.
• Customer data platforms, marketing automation or AI-enabled engagement tools.
• Agile or product-led delivery environments.
  
  Why this role matters
This 12-month fixed term opportunity offers the chance to play a leading role in one of Macmillan's most significant transformation programmes. You'll help shape how we use data, technology and customer insight to create better experiences for our supporters and people living with cancer, while embedding new capabilities that will have a lasting impact across the organisation. Every interaction someone has with Macmillan is an opportunity to make a difference. By transforming how we understand and engage our audiences, you'll help us build stronger relationships, increase long-term supporter loyalty and generate more income to support people living with cancer. If you're passionate about leading business transformation, driving change adoption at scale and delivering meaningful organisational change, we'd love to hear from you.