Head of Global CRM Programmes – Operations

Responsibilities

• Lead the global CRM roadmap and operating model, ensuring the effective planning, prioritisation and execution of CRM programmes across all markets.
• Own CRM delivery governance, ensuring all activity is managed through structured processes, clear accountability and agreed service levels.
• Establish and maintain operational frameworks that support efficient campaign execution, automation delivery and lifecycle programme management.
• Drive operational excellence across campaign delivery, lifecycle programmes, automation and personalisation initiatives through continuous improvement across CRM processes.
• Identify opportunities to improve efficiency, scalability and execution quality.
• Ensure CRM activity is delivered consistently across regions while supporting local market requirements.
• Lead the end-to-end operational execution of CRM programmes across multiple regions, clients and business units.
• Partner with Data, Product, Technology, Commercial and Client teams to ensure seamless CRM execution.
• Create a scalable global CRM operating model, including optimal CRM attribution models and new channel launch strategies.
• Ensure consistent execution standards across all markets.
• Act as the senior escalation point for CRM delivery, operational risk and programme governance.
• Act as the global subject matter expert for Braze, ensuring effective use of platform capabilities.
• Ensure the underlying CRM infrastructure supports scalable automation, advanced segmentation and real-time personalisation.
• Monitor and evaluate the performance of CRM initiatives globally, identifying opportunities for continuous optimisation and improvement.
• Act as a key strategic partner to Proposition, Product, Data, Technology and Regional teams, ensuring strong alignment on CRM initiatives.

• Extensive experience leading CRM operations, programme management and delivery functions within complex, fast-paced environments.
• Deep understanding of CRM platforms, including Braze, and the operational frameworks required to support scalable CRM delivery.
• Strong project and programme management expertise, with experience establishing governance frameworks, managing cross-functional dependencies and stakeholders, mitigating risks and delivering large-scale transformation initiatives.
• Experience applying recognised project and programme management methodologies, such as Agile, Scrum, PRINCE2, PMP and MSP, to deliver complex, cross-functional initiatives at scale.
• Experience managing global teams and complex multi-market delivery environments.
• Proven track record of process optimisation, operational transformation and continuous improvement.
• Strong analytical and commercial mindset with experience using data to drive decision-making and performance optimisation.
• Excellent leadership, communication and influencing skills, with the ability to align stakeholders and drive execution across multiple functions.