CRM Programme Manager

We have a fantastic opportunity to join our team as a CRM Programme Manager, helping to oversee, support and manage delivery across a growing roster of CRM focused accounts.

You will also play an integral role in supporting the project management and client services leads in the review, definition and implementation of new or improved delivery processes, championing a culture of learning and continuous improvement across accounts.

Ideally you will have a strong background in project management, managing complex programmes of work, with exceptional communication and problem-solving skills.

With proven experience in delivering CRM programmes, you'll have strong technical knowledge and a deep understanding of CRM technologies, data insights and governance and delivery workflow.

At TMW Unlimited we offer Hybrid working, which for us is a blend of working remotely and in the London office.

NB. You are required to work in the London office 2 days per week.

The Day to Day…

• Lead in the planning, execution, and delivery of CRM projects at a programme level, ensuring a long-term view of pipeline, requirements, and ongoing progress and performance.
• Develop a future facing view of account project pipelines, identify potential risks and develop mitigation strategies to minimise programme risks and ensure successful project delivery.
• Become a CRM specialist within the agency, with a proficient understanding of relevant Martech capabilities, able to provide technical support and troubleshooting cross-teams to ease workflow and ensure work meets required standards.
• Be pro-active in identifying areas for process improvement and implement best practices to optimise CRM delivery efficiency and effectiveness.
• Engage with internal and external stakeholders to gather requirements, provide updates, and address concerns across the programme of work.
• Monitor project budgets and expenditures and manage programme level financial tracking, including monthly utilisation, profitability, and billing.

Who will you be?

• An experienced Programme/Senior Project Manager with an established background in delivering CRM workstreams that include a combination of creative design, data insights and technology, meaning you understand what is being made and how, at each stage of the process with a keen understanding of the CRM technology landscape.
• You’ll have a wealth of CRM expertise and delivery knowledge - able to contribute to improved ways of working and setting best practice standards as part of the day to day.
• A proven track record in scoping complex CRM workstreams, ensuring an appropriate delivery approach, accurate resource plans, project schedules and price quotes, with clarity about what is and isn’t included in the delivery and risk mitigation plans.
• You’ll have established and optimised effective CRM delivery processes previously – from ways of working to the set-up of specific tools & documentation.
• Previous knowledge of development, QA and email deployment processes is a must. Previous knowledge of Braze is ideal!
• An awareness of marketing calendars, media planning and delivery to media agencies and/or owners when required. You understand the implications of different channels, formats and technologies and are comfortable advising and guiding teams with your platform knowledge.
• Proven experience in tightly managing the finances around a project or programme of work to ensure successful, profitable, and efficient delivery.
• Excellent communication skills - you're a calm, clear and confident communicator - adept at quickly building trusted relationships with internal teams, clients, and partners.
• Can do attitude - you have a ‘can-do / go-getter’ attitude and an impressive ability to make things happen – even when conditions are less than optimal. You’ll be willing to roll up your sleeves and get involved.
• Client Management - you’re comfortable being client facing – experienced and confident at liaising on delivery aspects of CRM work with key clients, directly and independently.
• Creative - You’re creative focused not just output driven, encouraging great ideas, and finding practical ways to support creative and strategic opportunities.

What we give…

We believe in the power of a strong culture that puts people and at the heart of everything we do. Our guiding principle is simple: Be the best you can be and the rest will follow.

You’ll have the chance to learn from passionate, talented colleagues and mentors. Exciting and varied client work with as much opportunity as you can handle. And a hugely sociable team to get to know.

Our Great benefits package, including:

• 25 days holiday (increasing year on year to max 30days)
• Christmas Closure, Birthday Day and Volunteer Day
• Flexible Bank holidays
• Flexible Hybrid working
• Pension, Life Assurance, Eye Tests, Flu Jabs
• Purchase Holiday
• Cycle to work and Electric Car Scheme

We have a calendar of social and charity events throughout the year, there’s always something going on.

Join us and join in. We make noise. We laugh. We share. We welcome new ideas and new people – including you.

Who are TMW Unlimited?

The TMW story is born out of the many successes we’ve created for our clients over the past 30 years, and now encompasses offices in London and Bristol with clients all over the world.

We create ideas that move people.

We believe that ideas should work everywhere and that brilliant results are what really matter. We combine deep digital and advertising expertise, a strong heritage in CRM and award-winning creativity to make it all happen.

TMW is proudly part of UNLIMITED, a fully integrated agency group with human understanding at its heart. Through our Human Understanding Lab, we uncover behaviour-led insights that power performance and create a genuine business advantage for our clients.

UNLIMITED is part of the Accenture Song family, the world’s largest tech-powered creative group.

What we value…

Together, we put people first and believe our values make us who we are.

Give a Damn: We care about each other, our clients and our work. And this shines through everything we do.

Be Brave: We believe in challenging each other, in standing up, in speaking out. We believe in trying new and difficult things in order to make ourselves and our work better.

Stay Curious: We actively seek out the new and the unusual, finding inspiration everywhere in the world around us.

Take Pride: We are open, accepting and inclusive, and we support each other on our journey to reach our true potential. We are actively working to ensure that we as an agency more fully reflect the society around us.

We will be reviewing applications on Friday 18th April 2025

We are an Equal Opportunities employer and welcome applications from all sections of the community

As an equal opportunities workplace, we have a commitment to ensuring equal employment opportunity regardless of race, colour, ancestry, religion, socio-economic status, sex, national origin, sexual orientation, age, citizenship, marital status, neuro divergence, disability, gender, gender identity or expression. Whether you’re just getting your foot in the door, or you are an experienced employee whose life circumstances are shifting, we are committed to creating a workplace that reflects the world we want to live in and are therefore flexible to accommodate each individual's needs as best as we can.

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