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About the Role
Lead and deliver strategic initiatives to enhance customer engagement, modernise marketing capabilities, and improve customer experiences. Manage complex cross-functional programmes that deliver measurable business outcomes and support long-term growth ambitions. The role is responsible for programme governance, stakeholder management, budgeting, risk management, and delivery planning.
Responsibilities
- Lead the end-to-end delivery of customer marketing transformation programmes.
- Develop and maintain programme roadmaps, delivery plans, governance structures, and reporting frameworks.
- Manage multiple workstreams and dependencies across business and technology teams.
- Ensure delivery milestones, risks, budgets, and outcomes are effectively managed.
- Promote continuous improvement and lessons learned throughout programme delivery.
- Work closely with CRM agency to establish and remove project blockers.
- Run project status meetings, coordinate meetings between agency and key stakeholders, ensure actions are documented and followed through on.
- Deliver transformation initiatives focused on customer lifecycle optimisation, CRM and marketing technology transformation, personalisation and segmentation strategies, customer communications and engagement, marketing automation and campaign effectiveness, Customer journey improvements.
- Support the implementation of customer-centric operating models and processes.
- Build strong relationships with senior stakeholders across Marketing, Customer, Technology, Data, Compliance, Operations, and Change functions.
- Facilitate governance forums, steering committees, and executive updates.
- Influence and align stakeholders to support programme objectives and delivery priorities.
- Ensure impacted teams are engaged, prepared, and supported through change.
- Establish and maintain effective programme governance and controls.
- Manage programme risks, issues, dependencies, assumptions, and mitigations.
- Oversee programme budgets, resource plans, and supplier engagement.
- Track programme benefits and ensure delivery of agreed business outcomes.
Requirements
- Proven experience in project management and change implementation.
- At least 7+ years’ experience in programme management within customer, marketing, CRM, or digital transformation environments.
- Strong programme and project management capability across multiple concurrent workstreams.
- Excellent stakeholder management and communication skills.
- Experience managing governance, risks, budgets, and delivery reporting.
- Experience in project management frameworks such as agile, waterfall, scrum or PRINCE2.
- Strong leadership and influencing capability across cross-functional teams.
- Strategic and customer-focused mindset.
- Strong organisational and planning skills.
- Collaborative leadership style.
- Ability to manage complexity and ambiguity.
- Strong problem-solving and decision-making capability.
- Resilient, adaptable, and delivery-focused.
- Experience within Financial Services or other regulated industries desirable.
- Knowledge of customer marketing, CRM, customer journeys, and marketing operations.
- Experience with customer and marketing technology platforms such as Bloomreach, Salesforce, Adobe, Braze, or HubSpot.
- Familiarity with customer data, analytics, and personalisation initiatives.
Skills
- Project management
- Change implementation
- Programme management
- Customer marketing
- CRM
- Digital transformation
- Stakeholder management
- Communication
- Governance
- Risk management
- Budget management
- Delivery reporting
- Agile
- Waterfall
- Scrum
- PRINCE2
- Leadership
- Influencing
- Strategic thinking
- Customer focus
- Organisation
- Planning
- Collaboration
- Problem-solving
- Decision-making
- Adaptability
- Financial Services
- Marketing technology
- Customer journeys
- Marketing operations
- Bloomreach
- Salesforce
- Adobe
- Braze
- HubSpot
- Customer data
- Analytics
- Personalisation
Location
- London
Work Type
- Hybrid
- 1-Year Fixed-Term Contract
Experience Level
- 7+ years
Salary/Compensations
- from £90,000
Benefits
- 27 days holiday, increasing with service
- Holiday buy/sell scheme
- Bank holidays
- 8% Pension with matched contributions
- Discretionary bonus scheme
- Share schemes (including free shares and BAYE)
- Health Cash Plan
- Discounted private healthcare
- Free gym
- Enhanced family leave (subject to qualifying criteria)
- Travel loan schemes
- Bike loan schemes
- Employee Assistance Programme
- Regular social events including summer and Christmas parties
- Learning and development opportunities tailored to you
- Casual dress code
- Friendly, supportive team environment
About the Company
- AJ Bell believes investing should feel good, offering ISA, pension, and dealing accounts with easy-to-use solutions.
- One of the UK's fastest-growing investment platform businesses, trusted by financial advisers and first-time investors.
- Over 762,000 customers trust AJ Bell to manage more than £121.5 billion of assets.
- Continually striving to make investing simpler and more accessible to help people take control of their financial futures.
- Recognised as one of the UK's Best 100 Companies to Work For for six consecutive years.
- Recognised as a Great Place to Work® in 2025 and 2026, reflecting a supportive and collaborative culture.
Equal Opportunity
- Committed to creating an inclusive environment where everyone feels respected and able to be themselves at work.
- Welcome applications from all backgrounds and make hiring decisions based on skills, experience, and potential.