## Programme Manager - Digital Transformation & Customer ExperienceApplyremote type: Hybridlocations: Watford, Hertfordshiretime type: Full timeposted on: Posted Todayjob requisition id: JR004012Location: Hybrid, 2–3 days per week in our Watford Support CentreIn this newly created role you will be leading the delivery of our CRM and website transformation, working closely with our systems integrator and internal teams across Marketing, IT, Digital, Operations, and our clinic network.**What you’ll be doing*** 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 SteerCo, 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.**What we’re looking for*** 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 **Why Medivet**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.### Why work here?*Medivet is a family of passionate, supportive and thoughtful veterinary professionals. We work as one team to support each other, grow the business, and make sure every pet receives the very best care.*### Get In TouchIntroduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.### About UsAt Medivet we’re proud that we’ve been able to achieve steady growth without losing the family feel of the company, and we’re always looking for like-minded people to join us. You’ll be joining at a time when Medivet is growing, and you’ll be able to make a real impact on how the business is shaped for the future. #J-18808-Ljbffr
