Project Manager - CRM & Loyalty

Project Manager role supporting delivery of Primark's CRM and Loyalty Programme to enhance customer engagement, identification, and personalisation across markets and channels. Coordinates multiple workstreams including customer insight, proposition, CRM journeys, data/technology, commercial modelling, and operational readiness. Ensures strong governance, prioritisation, and cross-functional collaboration while managing milestones, dependencies, risks, and decisions with stakeholders and partners. Drives delivery discipline and new ways of working, maintaining momentum across a complex, large-scale transformation programme.

What You'll Do as a Project Manager CRM & Loyalty

We want you to feel challenged and inspired. Here, you'll develop your skills across a range of responsibilities:

• Create and maintain an integrated programme plan across all CRM and Loyalty workstreams, ensuring alignment to objectives, timelines, and priorities
• Coordinate cross-functional delivery across CRM, Technology, Data & Insight, Marketing, Finance, Retail Operations, and external partners
• Support phased milestones including MVP launches and roadmap delivery with up-to-date documentation (plans, RAID logs, trackers, status reports)
• Establish and manage governance cadence (workstreams, forums, steering meetings) with clear agendas, actions, and reporting packs
• Track decisions, actions, and dependencies while adhering to governance and change frameworks for effective delivery and escalation
• Identify, track, and proactively manage risks, issues, and dependencies, escalating blockers with clear mitigation actions
• Manage cross-functional dependencies (technology, data, legal, operational, commercial) and support prioritisation and impact assessment
• Build strong stakeholder relationships across business, technology, and external partners, ensuring clear and consistent communication
• Provide concise reporting on programme health, progress, risks, and delivery status while enabling collaboration across competing priorities
• Support scalable ways of working, improving delivery efficiency, governance, and cross-functional collaboration, with clear ownership models
• Contribute to embedding a delivery-focused, commercially accountable programme culture
• Coordinate external partners (agencies, vendors, consultancies), track deliverables, and align activities to programme priorities and timelines, ensuring success through on-time milestones, proactive risk management, strong governance, and cross-functional alignment

Do you have experience in Waterfall?, * 5+ years of project management experience with a proven track record of delivering high-quality outcomes within scope, timeline, budget, and quality standards

• Strong planning, facilitation, and problem-solving skills, with the ability to anticipate challenges, resolve issues, and drive consensus
• Demonstrated expertise in supplier management within complex multi-supplier environments, including contract negotiation and performance oversight
• Proven ability to lead, influence, and motivate cross-functional teams to deliver complex programmes successfully
• Exceptional stakeholder management skills, with the ability to build and maintain trusted relationships across diverse groups and seniority levels
• Excellent written and verbal communication skills, capable of translating complex technical concepts for non-technical stakeholders
• Ability to foster a collaborative, innovative culture that challenges the status quo while maintaining strong business performance
• Knowledge of retail industry technologies and trends, with experience in retail, digital, CRM, loyalty, or customer-focused programmes
• Hands-on experience with Martech, CRM platforms, or customer data initiatives, along with familiarity with Agile, Waterfall, or hybrid delivery methodologies

Does this sound like you? Great, because we can't wait to see what you'll bring. You'll be supported within a team of equally capable people, celebrating who you are and aiding you reach your potential. At Primark, we're excited about our future - and we're excited to develop yours. What You'll Get People are at the heart of what we do here, so it's essential we provide you with the right environment to perform at your very best. Let's talk lifestyle: Healthcare, potential bonus and pension. 27 days of leave, plus bank holidays and if you want, you can buy 5 more. Because Primark is all about tailoring to you, we offer Tax Saver Tickets, fitness centre, and a subsidised cafeteria. About Primark At Primark, people matter. They're the beating heart of our business and the reason we've grown from our first store in Dublin in 1969 to a £9bn+ turnover business and over 80,000 colleagues and over 440 stores in 17 countries today. Our values run through everything we do. In essence, we're Caring and always strive to put people first. We're also Dynamic, bravely pushing the boundaries to stay ahead. And finally, we succeed Together. If you need any reasonable adjustments or have an accessibility request, during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology please contact your talent acquisition specialist.