Digital Programme & Planning Lead

Job Introduction

This is a great opportunity for an experienced Digital Programme & Planning Lead to come and join the party at cardfactory. Working in partnership with the Digital Director, wider digital leadership team and broader stakeholders you will ensure cardfactory can deliver a step-change in the digital business. 

In this role, you will be accountable for developing and driving the strategic transformation plan for digital (including omnichannel) to deliver significant sales and profit growth over the next 3-5 years. This role is business critical and requires a passionate, creative, digital professional, who wants to make a real impact.  If this sounds like you – then please get in touch, we would love to hear from you.

We operate smart working principles at cardfactory, combining some days working from our support centre in Wakefield (1-2 days a week) with remaining days working remotely from home.

Main Responsibilities

• Lead the strategic transformation plans for the Digital business unit, developing a clear strategy for growth and outlining the execution plan with key milestones to deliver
  1. Working with commercial, insights and digital teams to outline the market context and current gaps / opportunities in the offer as a result.
  2. Develop a clear strategy and define the future customer proposition for key categories (cards, balloons, gifting, etc.) gaining input and buy-in from all key stakeholders (trading, marketing, Digital Product, Fulfilment, etc.) on the vision and delivery plan.
  3. Manage and maintain the digital transformation plan, matching sequence of delivery to capacity across key teams both within digital, and across broader stakeholders

• Ensure the Digital team understand business performance by developing & tracking the objectives and key results (OKRs)
  1. Working with Finance to understand the end-to-end P&L for the online business and ensuring key metrics are tracked and the ongoing health profit health of the business understood.
  2. Creating dashboards and visibility of key metrics (attachment rate, direct to recipient %, etc.) so these are understood by all stakeholders across cardfactory
  3. Working with insights to understand and spot trends in customer shopping behaviour, and working with the digital product and customer teams to translate this into opportunities to improve or grow

• Responsible for Programme managing elements of the transformation plans to ensure key projects are supported across the business, progress is made to plan and are smoothly transitioned into a BAU way of working.
  1. Identify the streams of work to deliver against is transformation plans and generate milestone plans, tracking and governance to ensure we deliver to the plan.
  2. Identify key stakeholders where support is required to deliver and ensure their milestones and input is understood and managed.
  3. Manage the workload of the Digital Project Manager (direct report) to deliver elements of these plans.

• Own and continuously improve live digital / omnichannel services (e.g., Click & Collect, Balloon Appointments)
  1. Work alongside retail operations via the Retail Change Manager (dotted line report) to ensure key metrics for digital operations in store are tracked and shared with key stakeholders
  2. Oversight of digital / omni operational reporting and sharing KPI performance with key stakeholders
  3. Review customer and colleague feedback to understand pain points and outline improvements to evolve and enhance the services, and identify and facilitate fixes for operational failures

The Ideal Candidate

• Previous experience working in a strategic programme / planning role
• Interest and awareness of the digital card / gifting market, competition and industry development
• Comfort with numbers and the ability to define the commercials, as well as analyse data to spot trends, see opportunities and turn these into clear actions plans to new opportunities forward
• Strong stakeholder management and communication skills, being able to liaise and work with individuals at all levels of the organisation, and manage multiple stakeholder needs and involvement. 
• Ability to influence and persuade others, including senior stakeholders, to understand and take a specific course of action when there is no reporting link. 
• Excellent written, communication & presentation skills to all level of seniority, and the ability to be structured and organised, displaying ideas and concepts in a simple and effective way 
• Ability to make decisions with often limited information or guidance, taking into account the needs of the situation, priorities, constraints and the availability of necessary information. 
• Customer focused, always putting the needs of the customer first to ensure a superior NPS