Programme Manager Customer Marketing Transformation (FTC)

Job Description 1-Year Fixed-Term Contract Transform the customer experience at scale. At AJ Bell, we believe investing should feel good. A big part of that is making sure our customers receive the right experiences, communications and support at the right time. We’re looking for a Programme Manager to lead a portfolio of customer marketing transformation initiatives that will help us do exactly that. Working across Marketing, Digital, Data, Technology and Operations, you’ll turn strategic ambitions into well-managed programmes that improve customer engagement, modernise our marketing capabilities and create better customer experiences. This is a high-impact role where you’ll bring together people, technology and ways of working to deliver meaningful change. You’ll manage complex programmes from planning through to implementation, keeping teams aligned, removing blockers and making sure transformation becomes embedded in the way we work. You’ll have significant responsibility for programme governance, stakeholder management, budgets, risks and delivery planning, while keeping a clear focus on the outcomes we’re trying to achieve for our customers and our business. What you’ll do Lead transformation from ambition to delivery Lead the end-to-end delivery of customer marketing transformation programmes. Develop and maintain programme roadmaps, delivery plans, governance structures, and reporting frameworks. Manage multiple workstreams and dependencies across business and technology teams. Ensure delivery milestones, risks, budgets, and outcomes are effectively managed. Promote continuous improvement and lessons learned throughout programme delivery. Work closely with CRM agency to establish and remove project blockers Run project status meetings, coordinate meetings between agency and key stakeholders, ensure actions are documented and followed through on Improve how we engage with customers Deliver transformation initiatives focused on customer lifecycle optimisation, CRM and marketing technology transformation, personalisation and segmentation strategies, customer communications and engagement, marketing automation and campaign effectiveness, Customer journey improvements Support the implementation of customer-centric operating models and processes. Bring people together Build strong relationships with senior stakeholders across Marketing, Customer, Technology, Data, Compliance, Operations, and Change functions. Facilitate governance forums, steering committees, and executive updates. Influence and align stakeholders to support programme objectives and delivery priorities. Ensure impacted teams are engaged, prepared, and supported through change. Keep transformation controlled and focused Establish and maintain effective programme governance and controls. Manage programme risks, issues, dependencies, assumptions, and mitigations. Oversee programme budgets, resource plans, and supplier engagement. Track programme benefits and ensure delivery of agreed business outcomes. What we’re looking for You’ll be an experienced programme professional who enjoys leading complex change and bringing people together around a shared outcome. You’ll be comfortable operating at a strategic level while staying close enough to delivery to spot issues, remove blockers and keep things moving. You’ll bring: At least 7+ years’ experience in programme management within customer, marketing, CRM, or digital transformation environments. Strong programme and project management capability across multiple concurrent workstreams. Excellent stakeholder management and communication skills. Experience managing governance, risks, budgets, and delivery reporting. Experience in project management frameworks such as agile, waterfall, scrum or PRINCE2. Strong leadership and influencing capability across cross-functional teams. Strategic and customer-focused mindset. Strong organisational and planning skills. Collaborative leadership style. Ability to manage complexity and ambiguity. Strong problem-solving and decision-making capability. Resilient, adaptable, and delivery-focused. Desirable Experience within Financial Services or other regulated industries desirable. Knowledge of customer marketing, CRM, customer journeys, and marketing operations. Experience with customer and marketing technology platforms such as Bloomreach, Salesforce, Adobe, Braze, or HubSpot. Familiarity with customer data, analytics, and personalisation initiatives. About AJ Bell At AJ Bell, we believe investing should feel good. Whether you’re looking for an ISA, pension, or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life. We’re one of the UK’s fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors. Today, over 762,000 customers trust us to manage more than £121.5 billion of assets. By continually striving to make investing simpler and more accessible, we’re helping more people take control of their financial futures. We’re proud to be recognised as a Great Place to Work® for the past two years, building on six consecutive years as one of the UK’s Best 100 Companies to Work For. It’s recognition we’re proud of and a reflection of the supportive and collaborative culture we strive to create for our people. What we offer Salary from £90,000 27 days holiday, increasing with service + buy/sell scheme + bank holidays 8% Pension with matched contributions Discretionary bonus scheme Share schemes (including free shares and BAYE) Health Cash Plan and discounted private healthcare Free gym Enhanced family leave (subject to qualifying criteria) Travel and bike loan schemes Employee Assistance Programme Life at AJ Bell Regular social events including summer and Christmas parties Learning and development opportunities tailored to you Casual dress code Friendly, supportive team environment Our ways of working We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. This role is based in London. For new starters, there is an initial period of full-time office working to help you settle in and build relationships. Inclusion & diversity We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience, and potential.