Programme Manager - Digital Transformation & Customer Experience

Location: Hybrid, 2–3 days per week in our Watford Support Centre

In 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.