Global CRM - Change Management Lead

WPP is at the forefront of the largest transformation in the marketing and advertising industry. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together more than 2,500 technology professionals into a single, integrated global organisation. This team plays a critical role in enabling the ongoing transformation of our agencies and corporate functions.

As part of this, WPP is delivering a major global CRM transformation designed to simplify our application landscape, improve data consistency, strengthen client and revenue management, and enable scalable adoption of AI‑and data‑driven workflows.

The transition from multiple local CRM platforms to a centrally governed global solution represents a fundamental shift in how our markets and agencies operate. To support this change, we are hiring a dedicated Change Management Lead to:

• Minimise disruption during the transition
• Support leaders through the shift away from local autonomy
• Accelerate adoption of standardised global processes
• Ensure consistent realisation of CRM benefits across the group

As Change Management Lead for the Global CRM Programme, you will drive the people side of a major enterprise transformation, consolidating multiple legacy CRM solutions into a single, global Microsoft Dynamics‑based platform.

You will be accountable for designing and delivering integrated change, communications, training, and benefits realisation initiatives to enable successful adoption of global CRM processes, while supporting appropriate agency, market, and client‑specific customisation where required.

Working closely with the Global Programme Director for CRM, business leaders, technology teams, and agency stakeholders, you will ensure the transformation delivers sustained behavioural change, rapid adoption, and measurable business value across a complex, multi‑agency and multi‑market environment.

• Design and deliver the CRM change management strategy aligned to the programme roadmap, governance model, and phased market rollout
• Lead the development and execution of CRM communications, ensuring clear articulation of vision, value, progress, and impact across global, regional, agency, and market stakeholders
• Define and oversee the training and enablement approach, delivering scalable, role‑based learning aligned to global processes and approved local configurations
• Partner with business, design, and delivery teams to embed change and adoption activities into release planning and market onboarding
• Track adoption, usage, and benefits realisation metrics, identifying risks and recommending corrective actions to protect value delivery
• Act as a trusted advisor to senior stakeholders on managing behavioural and organisational change linked to a globally governed CRM platform
• Ensure change, communication, and training risks are effectively managed, governed, and escalated through programme forums
• Drive consistency across interdependent Enterprise Technology initiatives, reducing duplication and minimising change fatigue

• Proven experience leading change management for large‑scale, global technology transformations, ideally involving platform consolidation
• Strong understanding of adoption challenges in decentralised, multi‑business or multi‑agency organisations
• Demonstrated expertise across communications, training, stakeholder engagement, and benefits realisation
• Experience supporting CRM, ERP, or enterprise SaaS implementations (Microsoft Dynamics experience advantageous)
• Ability to influence senior business and technology stakeholders without formal authority
• Comfortable operating in ambiguous environments, balancing global standards with local requirements
• Strong systems thinking, planning, and execution capability, with a clear focus on outcomes and measurable value

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