Project Manager - CRM & Loyalty

Because your new ideas are our way new ways of working.
Evolve, your way.

Digital at Primark

Our digital teams are right at the heart of what we do. Surrounded by some of the best digital specialists in the industry, you’ll bring your own ideas to the business to shape the experience of our customers as part of a forward-thinking team.

Project Manager role supporting delivery of Primark’s CRM and Loyalty Programme to enhance customer engagement, identification, and personalisation across markets and channels.
Coordinates multiple work streams including customer insight, proposition, CRM journeys, data/technology, commercial modelling, and operational readiness.
Ensures strong governance, prioritisation, and cross-functional collaboration while managing milestones, dependencies, risks, and decisions with stakeholders and partners.
Drives delivery discipline and new ways of working, maintaining momentum across a complex, large-scale transformation programme.

What You’ll Do as a Project Manager CRM & Loyalty

We want you to feel challenged and inspired. Here, you’ll develop your skills across a range of responsibilities:

• Create and maintain an integrated programme plan across all CRM and Loyalty work streams, ensuring alignment to objectives, timelines, and priorities
• Coordinate cross-functional delivery across CRM, Technology, Data & Insight, Marketing, Finance, Retail Operations, and external partners
• Support phased milestones including MVP launches and roadmap delivery with up-to-date documentation (plans, RAID logs, trackers, status reports)
• Establish and manage governance cadence (work streams, forums, steering meetings) with clear agendas, actions, and reporting packs
• Track decisions, actions, and dependencies while adhering to governance and change frameworks for effective delivery and escalation
• Identify, track, and proactively manage risks, issues, and dependencies, escalating blockers with clear mitigation actions
• Manage cross-functional dependencies (technology, data, legal, operational, commercial) and support prioritisation and impact assessment
• Build strong stakeholder relationships across business, technology, and external partners, ensuring clear and consistent communication
• Provide concise reporting on programme health, progress, risks, and delivery status while enabling collaboration across competing priorities
• Support scalable ways of working, improving delivery efficiency, governance, and cross-functional collaboration, with clear ownership models
• Contribute to embedding a delivery-focused, commercially accountable programme culture
• Coordinate external partners (agencies, vendors, consultancies), track deliverables, and align activities to programme priorities and timelines, ensuring success through on-time milestones, proactive risk management, strong governance, and cross-functional alignment

What You’ll Bring

We want every person in our organisation to feel like they’re making a key contribution. Here are some of the experiences and skills you’ll need for the role:

• 5+ years of project management experience with a proven track record of delivering high-quality outcomes within scope, timeline, budget, and quality standards
• Strong planning, facilitation, and problem-solving skills, with the ability to anticipate challenges, resolve issues, and drive consensus
• Demonstrated expertise in supplier management within complex multi-supplier environments, including contract negotiation and performance oversight
• Proven ability to lead, influence, and motivate cross-functional teams to deliver complex programmes successfully
• Exceptional stakeholder management skills, with the ability to build and maintain trusted relationships across diverse groups and seniority levels
• Excellent written and verbal communication skills, capable of translating complex technical concepts for non-technical stakeholders
• Ability to foster a collaborative, innovative culture that challenges the status quo while maintaining strong business performance
• Knowledge of retail industry technologies and trends, with experience in retail, digital, CRM, loyalty, or customer-focused programmes
• Hands-on experience with Martech, CRM platforms, or…