Project Manager - Customer Experience

Sanctuary; Worcester; Hybrid; GBP 44,192 - 46,517; Full time

Benefits offered by this job

25 days annual leave

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support

Employee recognition tools

Job summary

A social housing organization in Worcester is seeking a Project Manager to enhance customer experience. This role involves managing business change initiatives, implementing CRM systems, and building relationships with stakeholders. The ideal candidate has experience in housing, project management skills, and a track record of delivering successful change. Competitive salary starting at £44,192, alongside great benefits including annual leave and a pension scheme.

Qualifications

• Demonstrable experience in managing organisational change and transformation projects.
• Proven ability to deliver CRM system implementations with a focus on training and change management.
• Willingness to travel as required; a full valid driving licence is essential.

Responsibilities

• Project Manage business change initiatives across the full project lifecycle.
• Drive training and adoption strategies.
• Analyse data and identify trends for service improvement.
• Collaborate with colleagues to scope projects effectively.
• Lead projects that involve reviewing and redesigning organisational structures.

Skills

Experience in Housing or regulated services

Organisational change management

CRM system implementations

Project management

Analytical skills

Microsoft Project

Jira

Confluence

Job description

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 customer 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
  • 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.