Transformation Programme Director - CRM

The Transformation 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.

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
  
  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.