Programme Manager (12 month Fixed Term Contract)

As a Programme Manager in our Retail & Digital division you’ll lead the delivery of strategically important transformation activity across our Customer Service and Contact Centre operation. Working closely with the Head of Account Management and senior stakeholders across the business, you’ll coordinate multiple workstreams and ensure change is delivered successfully, with measurable benefits for customers, colleagues and the wider organisation. You’ll bring structure, pace and clarity to complex initiatives, managing plans, dependencies, risks and stakeholder engagement while helping teams adopt new ways of working. This is a high-profile opportunity to shape the future of customer service, improve colleague experience and strengthen operational performance at scale. The role offers a blend of home and Store Support Centre working, with travel to support centres, stores and other business locations when needed. What you’ll be doing Lead the day-to-day delivery of complex transformation activity across multiple workstreams. Build and maintain integrated project plans, milestones, roadmaps and clear delivery priorities. Coordinate cross-functional teams, aligning stakeholders on objectives, timelines and deliverables. Track progress, risks, issues, dependencies, decisions and actions, escalating when appropriate. Drive timely decisions and practical solutions to keep delivery on track and maintain momentum. Produce clear updates, reports, presentations and materials for sponsors and governance forums. Support business readiness, communications and colleague adoption so changes land successfully. Identify opportunities to simplify processes, improve ways of working and deliver measurable customer, colleague and business benefits. What you need to know and show Proven experience delivering complex projects or programmes in a large, fast-paced organisation. Strong planning and delivery skills, with the ability to manage competing priorities and multiple workstreams. Experience working across cross-functional teams and navigating a matrix organisation. Excellent stakeholder management, influencing and constructive challenge skills, including with senior leaders. A highly organised approach, strong attention to detail and confidence bringing clarity to ambiguity. The ability to interpret data, insight and operational information to support decisions and track benefits. Clear and engaging written and verbal communication, with experience producing high-quality reporting and presentations. A proactive, resilient and solution-focused mindset; experience in customer service, contact centres, operations or transformation would be an advantage.