CX Transformation Lead

MRJ Recruitment; Manchester; Hybrid; GBP 90,000 - 120,000; Part time

Job summary

MRJ Recruitment is seeking an experienced CX/Communications Lead for a contract, based in Manchester hybrid-work arrangements. You will own a major transformation spanning customer data, CRM/CDP, marketing automation, journey orchestration, identity, consent and AI-driven personalisation.

Key duties include AS-IS vs TO-BE analysis, defining capabilities, leading RFPs and vendor evaluations, and driving migration while minimising business disruption to critical customer communications.

Qualifications

• Strong understanding of technology supporting marketing and transactional customer communications.
• Demonstrated experience evaluating, selecting and implementing enterprise technology platforms.
• Experience leading RFPs, vendor evaluations and technology selection programmes.
• Proven experience taking technology transformation from strategy and selection through implementation, migration and transition into BAU.
• Experience leading complex platform migrations involving data, integrations and customer journeys.
• Experience with enterprise customer communications technologies such as Salesforce, Adobe Experience Cloud or Braze.
• Experience with Salesforce Marketing Cloud, Data Cloud/Data 360 or comparable customer data technologies.
• Ability to coordinate platform selection with internal teams and external vendors.

Responsibilities

• Understand AS-IS landscape and define future requirements across Marketing, Technology, Data, Product and Operations.
• Lead platform evaluation, including RFI/RFP, demos, and technical assessments.
• Coordinate design, configuration, integrations, and data migration during implementation.
• Manage vendor selection, migration planning, and risk mitigation for business-critical communications.
• Collaborate with Head of Customer Solutions and cross-functional teams to deliver a scalable CRM/CDP ecosystem.
• Drive the migration without disrupting customer communications and BAU operations.

Skills

CRM/CDP experience

RFP leadership

Vendor evaluation

Platform migration

Marketing tech

Tools

Salesforce

Adobe Experience Cloud

Braze

Data Cloud

Data 360

Job description

Target: Define, select & implement the future Customer Communications technology ecosystem

Type: Contract

Location: Hydrid / Mcr HQ

Overview | Intro

We have a brilliant contract opportunity for an experienced CX | Communications Lead to take ownership of a major transformation programme spanning customer data, CRM/CDP, marketing automation, journey orchestration, personalisation, identity, consent, transactional communications and AI.

Working closely with the Head of Customer Solutions, you'll come in, understand the current landscape, identify the immediate risks and limitations, define the capabilities the business needs for the future and then evaluate the market to determine the right technology strategy.

What will you actually do?

Initially, you'll work across Marketing, Technology, Data, Product and Operations to understand the AS-IS landscape and define the future requirements.

You'll then take ownership of questions such as:

• What capabilities do we actually need?
• How should customer data and identity underpin communications?
• How do we create genuinely personalised customer journeys?
• How should marketing and transactional communications work together?
• What should be automated?
• Where can AI improve personalisation, speed and efficiency?
• What technology/platform is best placed to deliver it?
• And how do we migrate without disrupting business-critical customer communications

From there you'll lead the platform and vendor evaluation process, potentially including RFI/RFP, demos, technical assessments and proof-of-concepts, assessing options across capability, architecture, integrations, data, security, scalability, cost and implementation complexity.

Once the platform is selected, you'll coordinate internal teams, technology vendors and implementation partners through solution design, configuration, integrations, data migration, testing and launch.

Sound interesting and like you?

If you've led the selection and implementation of a major MarTech / Customer Communications platform, built or transformed an enterprise CRM/CDP and customer communications ecosystem AND run an RFP and vendor selection across platforms such as Salesforce, Adobe, Braze or similar, this role is for you!!

In summary you will have:

• Strong understanding of technology supporting marketing and transactional customer communications, including customer data, CRM/CDP, marketing automation, journey orchestration, identity, consent and personalisation.
• Demonstrated experience evaluating, selecting and implementing enterprise technology platforms.
• Experience leading RFPs, vendor evaluations and technology selection programmes.
• Proven experience taking technology transformation from strategy and selection through implementation, migration and transition into BAU.
• Experience leading complex platform migrations involving data, integrations, communications and customer journeys.
• Experience with enterprise customer communications technologies such as Salesforce, Adobe Experience Cloud, Braze or comparable platforms.
• Experience with Salesforce Marketing Cloud, Data Cloud/Data 360 or comparable customer data and communications technologies.