Role Overview

We are looking for an experienced Applications Project Manager to lead the delivery of CRM, loyalty and customer-facing platforms within a fast-paced, enterprise environment. This role focuses on systems that directly support customer engagement, revenue generation and regulatory compliance, working closely with business, vendors and technical teams to ensure stable and scalable delivery.

The role is offered as a contract position to begin with. Further details will be shared during discussion, but this is expected to be a long-term engagement, driven by the client’s ongoing transformation and enhancement initiatives planned through 2026 and beyond.

The successful candidate will own end-to-end delivery of customer platforms, while partnering closely with infrastructure and platform teams rather than configuring infrastructure directly.

Key Responsibilities

• Lead end-to-end delivery of CRM, loyalty and customer engagement platforms, covering discovery, implementation, integration, testing and production rollout.

• Manage integrations between CRM systems, customer data platforms, loyalty engines, identity verification solutions and downstream enterprise systems.

• Partner with business stakeholders to translate customer experience, commercial and regulatory requirements into executable delivery plans.

• Coordinate with internal engineering, platform and security teams to ensure customer-facing applications meet availability, performance and compliance standards.

• Own delivery of business-critical and revenue-impacting systems, supporting incident management, root cause analysis and recovery planning when issues arise.

• Manage vendors and system integrators through clear governance, SLAs, delivery milestones and performance reviews.

• Communicate effectively with senior stakeholders, providing transparent updates on delivery progress, risks and dependencies.

Requirements

• Proven experience delivering CRM, loyalty, customer data or customer-facing digital platforms in enterprise environments.

• Strong understanding of application delivery, system integrations, APIs and data flows.

• Experience operating in regulated or compliance-driven environments, with exposure to audit, security and governance requirements.

• Demonstrated ability to manage multiple stakeholders and vendors across parallel initiatives.

• Comfortable working in fast-paced environments where system availability and customer experience are critical.

Nice to Have

• Exposure to identity verification, eKYC or biometric-enabled solutions from an integration and delivery perspective.

• Experience within hospitality, gaming, banking or other customer-centric industries.

• Background in application support, transition or stabilisation programmes.