Programme Manager Customer Marketing Transformation (FTC)

Job description

We're now recruiting for a Programme Manager, Customer Marketing Transformation (1-Year Fixed-Term Contract), to lead and deliver strategic initiatives that enhance customer engagement, modernise marketing capabilities, and improve customer experiences across AJ Bell. Working across marketing, digital, data, technology, and operations, you'll manage complex cross functional programmes that deliver measurable business outcomes and support our long-term growth ambitions. The role is responsible for programme governance, stakeholder management, budgeting, risk management, and delivery planning, ensuring transformation initiatives are aligned to business strategy, successfully embedded across the organisation, and deliver meaningful commercial and customer benefits. Key responsibilities Programme Leadership & Delivery 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 Customer Marketing Transformation 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. Stakeholder Management 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. Governance, Risk & Financial Management 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. Competence, Knowledge, and Skills 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. Desirable 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. About AJ Bell At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension, or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life. We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors. Today, over 762,000 customers trust us to manage more than £121.5 billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures. We're proud to be recognised as one of the UK's Best 100 Companies to Work For for six consecutive years, and a Great Place to Work® in 2025 and 2026, a reflection of our supportive and collaborative culture. What we offer Salary from £90,000 27 days holiday, increasing with service + buy/sell scheme + bank holidays 8% Pension with matched contributions Discretionary bonus scheme Share schemes (including free shares and BAYE) Health Cash Plan and discounted private healthcare Free gym Enhanced family leave (subject to qualifying criteria) Travel and bike loan schemes Employee Assistance Programme Life at AJ Bell Regular social events including summer and Christmas parties Learning and development opportunities tailored to you Casual dress code Friendly, supportive team environment Our ways of working We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. This role is based in London. For new starters, there is an initial period of full-time office working to help you settle in and build relationships. Inclusion & diversity We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience, and potential.