MAIN ACCOUNTABILITIES:

• Project Management: Lead and manage customer projects, ensuring they are delivered on time and within budget. Monitor project progress and provide regular updates to stakeholders, ensuring projects remain on track. Ensure all projects meet delivery expectations and align with our customer strategy.
• Change Management: Develop and implement change management strategies to support customer projects. Engage with stakeholders to ensure buy-in and support for change initiatives. Assess the impact of changes on customers and the business, adjusting as necessary.
• Customer Focus: Create and manage communications related to customer projects, ensuring clear and consistent messaging. Engage with internal teams to gather feedback and ensure their needs are met. Focus on internal initiatives that ultimately enhance customer satisfaction and loyalty.
• Cross-Functional Collaboration: Work closely with other departments to ensure cohesive project delivery and change management. Build and maintain strong relationships with key stakeholders, both internal and external.
• Continuous Improvement: Implement and monitor performance metrics to measure the effectiveness of customer projects and change initiatives. Identify opportunities for continuous improvement in project and change management processes.
• Capability Building: Co-Design and deliver training programs to support change initiatives and enhance project management capabilities. Develop relevant skills within the team and wider business through effective training and development activities.
• Budget and Resource Management: Oversee the budget for customer projects, ensuring efficient allocation of resources.
• Flexibility: Operate flexibly across the business and pick up ad hoc projects as required to support the customer objectives.

Knowledge, experience and skills:

• Project Management: Extensive experience in project and change management, with the demonstrated expertise in managing multiple projects simultaneously, with a proven track record of developing and implementing successful initiatives both short and long term whilst ensuring cost effective solutions.
• Engagement Skills: Exceptional communication and interpersonal abilities, capable of inspiring, motivating, and engaging stakeholders at all levels. Experience in leading teams indirectly, fostering a collaborative and productive work environment. Experienced in delivering training programs to support change initiatives.
• Technical Proficiency: Competent with project management tools and software (e.g., Azure DevOps, MS Project, Jira, Trello) to streamline processes.
• Analytical Skills: Skilled in identifying, assessing, and mitigating risks associated with projects and change initiatives. Strong analytical skills and applied curiosity with the ability to interpret data and make informed decisions.
• Customer Focus: Deep understanding of employee and customer needs and behaviours, with a commitment to delivering exceptional customer outcomes.

CAPABILITIES:

• Proactive and Forward-Thinking: Identifies recurring issues and works to develop long-term solutions. Anticipates potential challenges and opportunities, planning and taking the lead on projects accordingly to address them.
• Collaborative and Empathetic: Works well with others, contributing to a collaborative and supportive environment. Collaborates effectively with cross-functional teams, working towards shared goals with colleagues and being willing to support where needed.
• Resilient: Demonstrates calm and effectiveness in challenging situations, maintaining focus and composure while navigating complex issues. Exhibits determination and persistence in overcoming obstacles, consistently driving towards achieving goals.
• Innovation and Agility: Demonstrates a strong appetite for innovation and a continuous drive for improvement, actively seeking out new and creative solutions to enhance processes and solve complex problems.
• Adaptable: Adjusts to changing business needs and priorities, demonstrating a willingness to take on new challenges. Capable of handling a variety of tasks and responsibilities, adapting to different roles as needed.

The Senior Customer Projects and Change Manager will deliver the internal communications and manage coordination of varied customer projects across the business. This role involves managing projects and reporting to ensure they remain on track and align with delivery expectations. The focus is on refocusing customer initiatives to enhance customer satisfaction and loyalty while shining a spotlight on customer activity across The Crown Estate. This role will manage a roadmap of customer projects based on requirements from the business and involves working closely with various stakeholders from across the business.