Programme Manager - Digital Transformation & Customer Experience

Location:

Hybrid, 2–3 days per week in our Watford Support Centre

• Leading client‑side delivery, ensuring our digital roadmap across CRM, website and future digital programmes is delivered effectively.
• Mobilising and aligning stakeholders across the business around clear priorities, outcomes, and ways of working.
• Establishing programme governance, including Steer Co, working groups, RAID management, integrated planning and reporting.
• Managing delivery partners—including our systems integrator—to ensure milestones, dependencies and expectations are met.
• Owning programme scope, timelines, budget oversight and benefits tracking.
• Embedding change management from day one, ensuring clinics and teams are ready, trained and supported.
• Mapping and optimising the full pet‑owner journey across acquisition, onboarding, retention and reactivation.
• Championing a customer‑first, insight‑led approach to experience design.
• Acting as a senior integrator across Marketing, IT, Digital, Operations and Clinics, influencing at all levels including ExCo.
• Ensuring all programmes have clear KPIs and a test‑and‑learn culture.
• Implementing best‑practice programme management frameworks and robust reporting.
• Proactively identifying and managing risks, issues and dependencies, escalating where needed with clear recommendations.

• Proven experience leading large‑scale digital transformation programmes (CRM, website).
• Experience with CRM platforms (ideally Microsoft Dynamics 365) and CMS platforms (ideally Optimizely).
• Strong background in customer experience transformation and multi‑system integration.
• Excellent stakeholder management and influencing skills at senior level.
• Strong commercial acumen with a track record of delivering measurable business impact.
• Expertise in Agile, waterfall or hybrid programme delivery.
• Experience working in complex, multi‑site or multi‑location environments (retail, healthcare, hospitality).
• Experience in healthcare, veterinary or regulated environments is desirable.
• Knowledge of CDPs, data warehousing and analytics tools (GA4, Power BI) would be helpful for this role

You’ll play a defining role in shaping the future of Medivet’s digital experience—improving how millions of pet owners interact with us and how our clinics deliver care. You'll work with a collaborative, people‑first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.