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- Tasks: Lead projects to enhance customer experience and drive organisational change.
- Company: Sanctuary, a non-profit organisation dedicated to providing homes and care.
- Benefits: Generous annual leave, pension scheme, wellbeing support, and exclusive discounts.
- Why this job: Make a real difference in people's lives while developing your project management skills.
- Qualifications: Experience in housing or regulated services and strong project management skills.
- Other info: Flexible working environment with opportunities for career growth and development.
The predicted salary is between 44192 - 46517 £ per year.
Join to apply for the Project Manager - Customer Experience role at Sanctuary. This role is based in Worcester and balances home and office working. Base pay range £44,192 – £46,517 per year, 35 hours per week – Monday to Friday – 9:00am to 5:00pm.
Role Overview
We are looking for a Project Manager to join our Customer Experience team within our Affordable Housing Sector. The role focuses on the voice of the customer, understanding what their needs are, building relationships with both customers and stakeholders of the business.
Responsibilities
- Project Manage business change initiatives across the full project lifecycle, ensuring effective planning, resource utilisation and stakeholder engagement to deliver sustainable outcomes.
- Drive training and adoption strategies to embed new systems and processes, working closely with operational teams to ensure readiness, capability building, and long‑term ownership.
- Analyse data and identify trends and lessons learned to make recommendations for service improvement and seek opportunities to enhance customer experience.
- Support the delivery and integration of new and existing business systems, with a focus on change impact assessment, user engagement, and training delivery to maximise adoption and value.
- Provide high‑quality, detailed information to senior management on project progress, risks, and change readiness to support operational planning and delivery of anticipated targets.
- Capture and share lessons learned throughout the project lifecycle to inform future initiatives and strengthen organisational learning.
- Collaborate with colleagues to scope projects effectively, ensuring clarity of roles, responsibilities, and expectations, particularly in relation to change management and adoption planning.
- Lead projects that involve reviewing and redesigning organisational structures to improve service delivery, operational efficiency, and employee engagement.
- Oversee the implementation and integration of Customer Relationship Management (CRM) systems, ensuring alignment with business processes, customer service goals, and user adoption strategies.
Skills and Experience
- Experience in Housing or regulated services.
- Demonstrable experience in managing organisational change and transformation projects, including structure reviews, workforce planning, and stakeholder engagement.
- Proven track record of delivering CRM system implementations (e.g., Salesforce, Dynamics 365, or similar), with a strong focus on training, change management, and post‑implementation support.
- Strong project management skills, with experience in leading cross‑functional teams through complex change programmes.
- Experience in developing and reviewing policies and procedures to support business change and operational improvement.
- Proven ability to analyse and diagnose problems, develop change strategies, and implement solutions that drive adoption and measurable impact.
- Proficient in using project management and collaboration tools, including Microsoft Project for planning and scheduling, Jira for agile project tracking and issue management, and Confluence (or equivalent) for documentation and knowledge sharing.
- Willingness to travel as required; a full valid driving licence is essential.
Benefits
- 25 days annual leave (rising to a maximum of 30 days) plus public holidays.
- A pension scheme with matching employer contributions from Sanctuary up to set limits.
- Life Assurance.
- Employee Advice Service including counselling.
- Cycle to Work scheme.
- Voluntary health plans.
- Wellbeing support and tools.
- Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools.
- Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues.
Role salary is £44,192 per annum (rising to £46,517 per annum after 12 months, subject to satisfactory performance).
Seniority level: Not Applicable
Employment type: Full‑time
Job function: Customer Service, Project Management, and General Business
Industries: Non‑profit Organizations
Why work for us? We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent.
Project Manager - Customer Experience in Worcester employer: Sanctuary
Contact Detail:
Sanctuary Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Project Manager - Customer Experience in Worcester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Sanctuary on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common project management scenarios. Think about how you’d handle stakeholder engagement or implement a CRM system. We want you to show off your skills and experience!
✨Tip Number 3
Don’t forget to showcase your passion for customer experience! Be ready to discuss how you’ve improved customer journeys in past roles. This will resonate well with the team at Sanctuary.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Sanctuary team. Let’s get you that Project Manager role!
We think you need these skills to ace Project Manager - Customer Experience in Worcester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Project Manager role. Highlight your experience in managing organisational change and how it aligns with our focus on customer experience.
Showcase Your Skills: Don’t forget to mention your project management skills and any experience with CRM systems like Salesforce or Dynamics 365. We want to see how you can drive training and adoption strategies!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to see your achievements and relevant experience at a glance.
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 this exciting opportunity!
How to prepare for a job interview at Sanctuary
✨Know Your Customer Experience
Make sure you understand the core principles of customer experience, especially in the context of affordable housing. Research Sanctuary's approach to customer service and be ready to discuss how your past experiences align with their values.
✨Showcase Your Project Management Skills
Prepare specific examples of projects you've managed, particularly those involving organisational change or CRM implementations. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your impact.
✨Engage with Stakeholders
Demonstrate your ability to build relationships with stakeholders. Be prepared to discuss how you've successfully engaged different parties in past projects, and think about how you would approach this at Sanctuary.
✨Data-Driven Decision Making
Since the role involves analysing data to improve customer experience, brush up on your analytical skills. Be ready to talk about how you've used data to identify trends and make recommendations in previous roles.