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- Tasks: Lead the delivery of innovative customer technology solutions and drive engineering best practices.
- Company: Join a forward-thinking company focused on transforming customer experiences.
- Benefits: Enjoy competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real impact by leveraging cutting-edge tech like Generative AI in customer engagement.
- Qualifications: 10+ years in tech delivery with strong CRM and platform integration experience.
- Other info: Be part of a dynamic team with excellent career advancement opportunities.
The predicted salary is between 60000 - 84000 £ per year.
We are looking for a technically grounded and delivery-focused leader to take end-to-end ownership of our CRM, Customer Communication Platforms, Contact Centre, and Marketing Technology ecosystems. As Technology Delivery Manager, you will lead the delivery of scalable, secure, and integrated customer technology solutions while driving engineering best practices and aligning closely with business stakeholders. This role requires deep expertise in solution architecture, engineering leadership, and platform integration. While your core responsibility is the successful delivery of modern customer and marketing technology solutions, you will also be expected to leverage emerging technologies such as Generative AI where appropriate to enhance productivity, automation, and customer engagement.
Key Responsibilities
- Technology Delivery & Solution Ownership
- Own the end-to-end design and delivery of solutions across CRM (e.g., Dynamics, Salesforce), customer engagement platforms, marketing tools, and contact center technologies.
- Lead cross-functional engineering teams and oversee delivery across all stages — from discovery and architecture to deployment and optimization.
- Translate business requirements into scalable, integrated technical solutions with a strong focus on performance, data integrity, and maintainability.
- Contact Centre Technology Leader
- Deliver omnichannel contact center capabilities including voice, chat, IVR, and digital touchpoints.
- Drive modernization through AI-based features such as agent assist, sentiment detection, and self-service automation (as applicable).
- Ensure seamless integration between contact center systems, CRM, and knowledge bases.
- Customer Communication Technology Leader
- Lead the development of customer communication strategies across multiple channels (email, SMS, letters, etc.) to ensure consistency, personalization, and a high-quality customer experience.
- Work closely with stakeholders in marketing, customer service, and product teams to align communication strategies with company goals.
- Design the strategy for letter/document generation and maintenance lifecycle.
- Engineering Team Leadership
- Lead, grow, and mentor a team of developers, architects, and DevOps engineers — in-house and partner-based.
- Enforce modern software development practices (CI/CD, test automation, observability, cloud-native design).
- Cross-Platform Integration & Data Flow
- Manage data flow and orchestration across customer-facing systems, ensuring unified customer views and real-time insights.
- Work closely with data, analytics, and compliance teams to ensure alignment with privacy and governance policies.
- GenAI (Supportive Scope)
- Explore and pilot GenAI use cases to support customer service (e.g., call summarization, knowledge retrieval), content generation for marketing, and automation of repetitive tasks.
- Partner with enterprise AI and innovation teams to integrate approved GenAI capabilities into existing platforms where it enhances experience and productivity.
- Technology Delivery & Project Management
- Manage and oversee the delivery of customer communication technology projects from inception to implementation.
- Ensure the successful integration of communication platforms with CRM systems, billing systems, and other relevant internal tools.
- Create project timelines, milestones, and budgets, and manage resources efficiently to meet deadlines and quality standards.
- Platform Management and Optimization
- Oversee the configuration, management, and optimization of communication platforms and tools.
- Monitor system performance and user experience to identify opportunities for improvement and efficiency gains.
- Lead efforts to automate communication workflows and processes, improving speed and accuracy while maintaining a high level of customer satisfaction.
- Compliance and Regulatory Management
- Ensure all customer communication adheres to legal and regulatory requirements, including data privacy and security standards (e.g., PDPA, MAS, etc.).
- Implement protocols and procedures to regularly audit and review customer communications to maintain compliance.
Required Experience & Qualifications
- Bachelor's or Master's degree in Computer Science, Engineering, or related field.
- At least 10 years of experience in technology delivery with strong architectural, engineering, and platform leadership experience.
- Proven experience with CRM platforms (Microsoft Dynamics, Salesforce), marketing automation tools, and enterprise integration.
- Strong background in contact center technologies and their integration into broader customer ecosystems.
- Experience managing large-scale cross-functional technology programs with full accountability.
- Excellent understanding of cloud infrastructure (Azure, AWS), API management, and security principles.
Preferred Qualifications
- Exposure to customer data platforms (CDPs), journey orchestration tools, and identity resolution frameworks.
- Experience with GenAI tools and frameworks (e.g., OpenAI, Azure OpenAI, Claude, etc.) in applied business contexts.
- Industry experience in telecom, banking, retail, or digital consumer products.
- Certifications in relevant platforms (Dynamics, Salesforce, AWS/Azure, Agile/SAFe).
Technical Expertise
- Strong understanding of communication platforms (email, SMS, letters, etc.), CRM systems, and automation tools.
- Familiarity with API integrations, content management systems, and related technologies.
Project Management
- Proven experience in managing large-scale projects, with expertise in Agile or Scrum methodologies.
Communication Skills
- Excellent written and verbal communication skills with the ability to engage technical and non-technical stakeholders effectively.
Problem-Solving
- Ability to identify complex issues and deliver innovative solutions that address both customer and business needs.
Customer-Centric Focus
- Passion for improving the customer experience and delivering value through effective communication.
Preferred Skills
- Experience with customer communication platforms such as Twilio, Salesforce, and other relevant systems.
- Knowledge of insurance-specific customer communication needs, such as policy letters and payment notifications.
- Experience with data privacy regulations and compliance, particularly in the context of customer communications.
- Experience with customer document platforms such as Pitney Bowes, OpenText, or other relevant systems.
Why Join Us?
- Lead mission-critical customer technology programs with full autonomy and impact.
- Architect and deliver modern platforms that support both operational excellence and personalized engagement.
- Work with a talented team and best-in-class technology stack — with the opportunity to innovate responsibly using emerging tech like GenAI.
- Be part of a transformation journey focused on customer value, intelligent automation, and digital scale.
Delivery Manager – Customer Experience Platforms (CRM, Customer contact platform, GenAI) in London employer: INCOME INSURANCE LIMITED
Contact Detail:
INCOME INSURANCE LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Delivery Manager – Customer Experience Platforms (CRM, Customer contact platform, GenAI) in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in customer experience tech. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements in CRM and customer communication platforms. This is your chance to demonstrate your expertise and make a lasting impression on potential employers.
✨Tip Number 3
Prepare for interviews by diving deep into the company’s tech stack and recent projects. Be ready to discuss how you can leverage your experience with platforms like Dynamics or Salesforce to drive their customer engagement strategies forward.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Delivery Manager – Customer Experience Platforms (CRM, Customer contact platform, GenAI) in London
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in CRM platforms and customer communication technologies. We want to see how your experience aligns with the role, so don’t hold back on showcasing your knowledge of solution architecture and platform integration.
Tailor Your Application: Take a moment to customise your application for this specific role. Use keywords from the job description to demonstrate that you understand what we’re looking for. This shows us that you’re genuinely interested and have done your homework!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it’s relevant, and make sure your passion for improving customer experiences shines through.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at INCOME INSURANCE LIMITED
✨Know Your Tech Inside Out
Make sure you have a solid understanding of CRM platforms like Dynamics and Salesforce, as well as customer communication technologies. Brush up on your knowledge of GenAI applications and how they can enhance customer engagement. This will show that you're not just familiar with the tools, but that you can leverage them effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've led cross-functional teams in the past. Highlight your experience in managing large-scale technology projects and how you’ve driven engineering best practices. Be ready to discuss how you mentor and grow your team, as this role requires strong leadership capabilities.
✨Align with Business Goals
Understand the company's mission and how the technology you’ll be managing aligns with their business objectives. Be prepared to discuss how you would translate business requirements into technical solutions that drive performance and customer satisfaction. This shows that you’re not just a techie, but also a strategic thinker.
✨Prepare for Compliance Questions
Since compliance is crucial in customer communications, brush up on relevant regulations like PDPA and MAS. Be ready to discuss how you ensure that all communications adhere to legal standards and how you would implement protocols for regular audits. This will demonstrate your commitment to maintaining high standards in customer interactions.
