Closing Date: 12.02.25
Position: Global CS Senior Project Manager
Department: Customer Service
Location: Sunderland, London or Amsterdam
Hybrid role: 3 days a week from your local office & 2 days working from home

ABOUT THIS ROLE

The successful candidate will oversee the delivery of various projects, including those led by the delivery and portfolio team, initiatives within Customer Service, and cross-organisational projects
They will develop and run high impact projects on a diverse range of topics with varying complexity, such as product expansion, service levels, wider growth strategy, efficiency and innovation. They will work closely with Product, Tech, Data, WFM, Finance and Operational teams. They will also be responsible for deputising for the Programme Manager, including attending and coordinating calls as required.
Being highly organised is essential in this role, we’re a fast paced organisation with lots of moving parts so flexibility is critical to pivot and reprioritise as needed. Strong relationships with the Change Enablement and CI team will be particularly important to ensure projects are delivered into the operation successfully and to time.

THESE ARE SOME OF THE KEY INGREDIENTS TO THE ROLE:

• Own Customer Service projects across the full project lifecycle with delivery to time, budget and impact
• Prioritise project deliverables to deliver business impact including managing competing priorities and demands
• Lead delivery of Customer Service streams within business-wide initiatives.
• Working cross-functionally with teams including other operational excellence pillars, product & technology, data, operations and commercial to ensure projects are scoped, prioritised and sequenced in a way that delivers maximum business value, minimises risk and achieves our company objectives
• Proactively builds strong relationships and influences across peer group stakeholders and senior stakeholders, to align and drive delivery of critical business outcomes
• Benefits tracking and KPI tracking against Customer Service objectives
• Manage/mitigate any dependencies, risks, issues, blockers and actions relating to owned projects
• Communicate effectively project progress including delivering regular progress updates and reporting to a variety of stakeholders
• Develop and share project best practice tools and methods
• Manage all aspects of multiple related projects to ensure the overall program is aligned to and directly supports the achievement of strategic objective