Primark
Programme Manager (Digital Transformation)
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Programme Manager | Customer Engagement & Digital Transformation
Location: Reading (Hybrid 2 – 3 days per week)
Duration: Initial 6 Month Contract
Day Rate: Inside IR35 Day Rate
We're looking for an experienced Programme Manager to lead large-scale Customer Engagement and Digital Transformation programmes.
This role is ideal for a senior programme leader with a proven track record delivering enterprise-scale transformation initiatives, bringing together business and technology teams to deliver strategic change. You'll be responsible for overseeing complex programmes spanning Customer Data Platforms (CDP), CRM, customer engagement, personalisation, digital propositions, and customer experience capabilities, ensuring delivery aligns with business objectives, budgets, timelines, and quality standards.
What You'll Be Doing
- Lead the end-to-end delivery of large, complex transformation programmes comprising multiple projects and workstreams.
- Drive strategic customer engagement, CRM, CDP, personalisation, and digital proposition initiatives.
- Partner with business sponsors, programme directors, product leaders, and technology stakeholders to define programme objectives and delivery strategies.
- Manage programme governance, planning, budgeting, RAID management, and executive reporting.
- Oversee delivery across multiple functions including Digital, Product, Technology, Customer, Supply Chain, Warehousing, Finance, Operations, and Data.
- Coordinate internal teams, external suppliers, and third-party partners to deliver successful business outcomes.
- Ensure alignment across Product, Architecture, Engineering, Cyber, Service Management, and Governance teams.
- Act as the senior escalation point for programme risks, issues, and decision-making.
- Track benefits realisation and ensure programmes deliver measurable customer and commercial value.
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What We're Looking For
- 12+ years' experience delivering complex technology and business transformation programmes within large enterprise organisations.
- Proven experience leading Customer Engagement, CRM, CDP, Customer Data, Loyalty, Personalisation, Digital Product, or Customer Proposition programmes.
- Strong understanding of customer technology ecosystems and how customer data drives engagement and business value.
- Experience delivering enterprise-scale digital transformation initiatives across multiple business functions.
- Exceptional stakeholder management skills, including engagement and influencing at Executive, CIO, COO, CDO, and C-Suite level.
- Experience managing multi-million-pound programmes with multiple interdependent workstreams.
- Strong programme governance, financial management, risk management, and delivery leadership capabilities.
- Experience managing suppliers, partners, and complex multi-vendor environments.
- Strong leadership, communication, and influencing skills with the ability to drive alignment across diverse stakeholder groups.
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Desirable Experience
- Retail, eCommerce, or customer-facing enterprise environments.
- Experience with Customer Data Platforms (CDP), CRM platforms, marketing technologies (MarTech), loyalty platforms, customer data ecosystems, or personalisation solutions.
- Product-led operating models and Agile delivery environments.
- Certifications such as PMP, PRINCE2, MSP, APM, Scrum Master, or SAFe.
This is an exciting opportunity to play a key leadership role in shaping the future customer experience of a global retailer, delivering transformational programmes that drive customer engagement, loyalty, and business growth.
Interested? Apply now or get in touch to learn more.
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