CRM Delivery Lead

CRM Delivery Manager – Contract

We are seeking an experienced CRM Delivery Manager to lead a major, business-wide CRM transformation programme. This role requires a highly effective communicator with strong delivery leadership, capable of coordinating cross-functional teams and managing a third-party delivery partner. The successful candidate will bring structure, clarity, and momentum to a complex multi-site programme, ensuring phased CRM rollouts land smoothly and with minimal operational disruption.

Key Responsibilities

Lead end-to-end delivery of a large-scale CRM transformation, ensuring releases are delivered on time, to scope, and to high quality standards.

Drive coordination across product, engineering, QA, data, architecture, operational teams, and external suppliers.

Manage roadmaps, milestones, risks, dependencies, and RAID logs, providing clear governance and executive-level reporting.

Act as the primary interface between internal teams and the third-party CRM partner, ensuring alignment and accountability.

Support change management and adoption planning to enable smooth rollouts across multiple business units.

Maintain delivery discipline through effective sprint planning, Kanban flow management, backlog refinement, and release planning.

Oversee dependency management across integrations, data migration, testing, training, and readiness workstreams.

Champion continuous improvement and identify delivery bottlenecks.

Provide strong challenge, direction, and communication across all teams involved in the programme.

Skills & Experience

Proven track record delivering large-scale transformation or CRM/platform implementations.

Broad CRM delivery experience.

Strong technical and development background, able to engage effectively with engineering and architecture teams.

Experience managing third-party suppliers and holding partners to delivery commitments.

Excellent communication and stakeholder management skills, including senior/executive engagement.

Strong understanding of agile delivery frameworks (Scrum, Kanban, SAFe).

Experience with tools such as Jira, Azure DevOps, GitHub, Jenkins, or similar.

Ability to work in fast-paced, ambiguous environments and bring structure where needed.