Senior Delivery Manager

Job Description

What you'll bring to the team

Senior Delivery Manager

Location: London/Hybrid

Hours: 40 hours per week

Contract: Permanent - Salaried

Merlin is undergoing a major transformation to drive sustainable growth through improved digital, data, and customer engagement capabilities. As Senior Agile Delivery Manager, you will work with the Delivery Director to lead cross‑functional CRM and Martech squads, ensuring high‑quality, consistent delivery across customer communications, personalisation, and lifecycle marketing.

You will oversee end‑to‑end delivery of complex, data‑driven programmes that enhance the guest experience across channels such as email, app, and web. This includes integrating customer identity, data platforms, and marketing technologies to enable scalable personalisation. Operating in a hybrid agile environment, you’ll drive sprint planning, OKR alignment, and programme governance while managing dependencies across product, data, engineering, and external partners to ensure smooth, coordinated delivery.

Responsibilities:

• Lead multiple CRM Tech and Data teams to deliver against growth and business goals.
• Embed agile practices (Scrum/Kanban) while applying governance where needed.
• Drive delivery of comms, data platforms, automation, and personalisation capabilities.
• Oversee vendor/partner performance to maintain quality and momentum.
• Set clear delivery metrics, OKRs, and benefit tracking aligned to business outcomes.
• Continuously optimise delivery processes and team performance.

Technical Delivery

• Lead CRM Technology and Data teams with the Technical Product Owner, running key agile ceremonies.
• Manage Data, Martech, and Data Science workstreams, ensuring roadmap milestones are met.
• Oversee solution design, architecture, documentation, and delivery against agreed outcomes.
• Ensure all technical designs follow the required governance frameworks.

Product & Customer Focus

• Own delivery outcomes to ensure alignment with business requirements.
• Collaborate with the Technical Product Owner and wider teams (Marketing, Data, Analytics, Tech) to translate business needs into roadmaps and prioritised backlogs.
• Monitor market and competitor trends to guide delivery priorities.

Data‑Informed Delivery

• Define and monitor KPIs/OKRs on delivery effectiveness, adoption, and overall value.
• Use delivery analytics and retros to drive ongoing improvement.
• Apply data insights to prioritisation, decision‑making, and reporting.

Stakeholder Management & Collaboration

• Build strong relationships with senior stakeholders.
• Manage complex vendor relationships to ensure performance and alignment.
• Engage with business and technical leaders, providing strategic delivery insights.
• Resolve cross‑functional challenges and remove delivery blockers.
• Keep stakeholders informed with clear, transparent communication.
• Partner with business teams to support smooth rollout and adoption of solutions.

Process Implementation

• Define, implement, and evolve delivery best practices.
• Establish robust reporting and metrics frameworks.
• Drive continuous improvement across delivery processes.
• Mentor delivery managers and support capability growth.
• Shape and refine delivery governance standards.

Team Leadership

• Lead and develop high‑performing product and delivery teams.
• Foster a collaborative, high‑performance delivery culture.
• Promote knowledge sharing and teamwork across squads.
• Build delivery capability and champion agile best practice.

Qualifications & Experience

• Bachelor’s degree in business, Technology, or a related field.
• Proven experience managing digital product and/or programme portfolios with measurable business impact in the customer comms/CRM domain.
• Ability to lead project workstreams, influencing and aligning stakeholders within the organisation.
• Expertise in defining and delivering data migration workstreams
• Strong analytical skills, using data to drive decisions and measure success.
• Experience working with senior leadership to define priorities and deliver product initiatives.
• Effective stakeholder engagement, ensuring product roadmaps align with team goals and deliver value.
• Experience working on projects/programmes with cloud data platforms (ideally Databricks, Azure)
• Experience working on projects/programmes involving Martech stacks, CRM and CDPs (e.g Salesforce; Hightouch; Braze)
• Experience working across different delivery methodologies including waterfall and agile, with relevant qualifications (e.g. AgilePM, PMI)
• Experience working with project management toolsets (e.g. Jira, Smartsheet)

Benefits

• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
• 33 days holiday (including bank holidays)
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive