Lead Delivery Manager - Loyalty

Lead Delivery Manager - Loyalty
Waterloo - Hybrid Working
Full Time
Fixed Term Contract (12 Months)
Grade 5

As a Lead Delivery Manager in Technology, you will lead the delivery of the Customer First Loyalty Programme, a high-value, complex initiative spanning digital identity, loyalty, personalisation, and omnichannel customer engagement.

You will partner closely with business and commercial stakeholders to translate customer and commercial needs into high-quality, scalable technology outcomes. You will be accountable for delivering against agreed scope, schedule, budget, and quality, including effective change and release management to ensure successful deployment into live environments. You will also ensure strong financial control and value delivery across the programme, while actively managing risks, issues, and dependencies across a complex delivery landscape.

Operating across matrix teams and third-party partners, you will drive alignment, pace, and accountability, while fostering a culture of collaboration, agility, and continuous improvement.

We are looking for an experienced technology delivery leader with a strong track record in digital, loyalty, or customer experience programmes. You will bring experience of delivering customer-facing platforms at scale, ideally across loyalty, personalisation, or CRM, alongside a strong understanding of omnichannel customer journeys and data-driven engagement.

• Lead the delivery of multiple technology initiatives (£3–7m), spanning platforms and domains within the Loyalty programme
• Own end-to-end delivery accountability, including scope, schedule, budget, quality, resourcing, and risk management
• Define and execute the overall delivery strategy, approach, and plans, aligned to governance standards and best practice
• Drive stakeholder alignment across business, technology, commercial teams, and external partners to ensure delivery meets customer and commercial outcomes
• Maintain robust governance and reporting, including clear status, RAG, and proactive escalation into Steer Co and governance forums
• Lead and coordinate cross-team delivery, managing dependencies, integrations, and interdependencies to ensure seamless execution
• Own change and release management, ensuring controlled, high-quality deployment into live environments
• Maintain strong financial management, including budget control, forecasting, and tracking value and benefits
• Act as the technology delivery lead for the programme, shaping and delivering digital experiences that drive adoption and engagement
• Lead, coach, and motivate delivery teams and suppliers, driving pace, accountability, and performance
• Champion agile and lean delivery practices, embedding continuous improvement and delivery excellence

• Proven track record (5+ years) delivering complex, high-value technology initiatives across enterprise-scale platforms (e.g. Mule Soft, Oracle, Salesforce, Microsoft Azure)
• Experience operating within large, complex organisations (e.g. FTSE 250 or equivalent), navigating matrix structures and multiple stakeholders
• Strong delivery experience across loyalty, digital or CRM platforms at scale, with a clear understanding of personalisation, omnichannel journeys, and customer data
• Broad understanding of the technology landscape, trends, and best practices, with the ability to apply these pragmatically to delivery outcomes
• Excellent stakeholder management and communication skills, with the ability to influence and challenge at all levels
• Proven ability to work within programme and product-led organisations, building and shaping teams set up for successful delivery
• Demonstrated experience delivering using both agile and waterfall methodologies, applying the right approach to the context
• Strong leadership capability, with the ability to inspire, align, and drive performance across delivery teams
• Highly organised, with strong planning, prioritisation, and problem-solving skills
• Resilient and adaptable, comfortable operating in ambiguous and fast-paced environments
• Experience owning budgets and financial performance, including benefits tracking for initiatives >£3m

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