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.

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Sanctuary Project Manager Jobs

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Project Manager - Customer Experience