OverviewThe Program Manager, Customer and Revenue drives end-to-end delivery of the change portfolio serving Graitec's commercial engine: Sales, Revenue Operations, Growth and Corporate Marketing, and Customer Success. It is the single accountable delivery role for the systems and processes that carry a customer from first contact through quote, order, renewal and self-service.
The role owns the Customer and Revenue program within Graitec's transformation portfolio, spanning automation across CRM, marketing, and sales. Initiatives include moving marketing automation to Dynamics 365 Customer Insights, automated invoicing and margin control, customer experience and digital self-service across web and mobile, and AI-enabled selling and service across the customer lifecycle.
This is a hands-on delivery role, not a governance role. You will build the roadmap with the business, run the delivery, hold the benefits case, and be the person the commercial organization calls on to enable outcomes.
Program Delivery- Lead strategic programs end-to-end, from business case through to adoption and benefits realisation
- Translate business objectives into integrated prioritized roadmaps, with success measures
- Define robust program plans, milestones, dependencies, resourcing, budgets, risks, issues
- Maintain pace across multiple workstreams, resolve barriers, and deliver agreed commercial outcomes
Program Governance - Build strong alignment across key functions including Revenue, Product, Finance, IT, and leadership
- Establish clear program governance, transparent executive reporting, and investment tracking
- Present program updates, risks and trade-off recommendations clearly to leadership and sponsors
Change Management & Partnership - Drive the organizational change required for successful adoption, including post-go-live improvements
- Work in close partnership with the IT Operations & Platforms, Data & AI, and Information Security teams
- Manage implementation partners, holding them accountable to scope, quality, delivery, and cost
- Embed responsible-AI practice into delivery, working with Data & AI and Information Security on data readiness, human-in-the-loop controls, and compliance with emerging AI regulation
Building Capability- Provide coaching, mentoring and support to delivery colleagues, helping build capability
- Foster a collaborative culture that encourages continuous improvement and cross-functional partnership
- Drive Graitec's transformation excellence, helping improve frameworks, standards, and practices
Customer and Revenue Automation- Deliver CRM-led workflow automation, improving the speed and consistency of customer interactions
- Prioritise high-value use cases such as lead routing, campaign-triggered nurturing, and renewals
- Design automation around clear business rules, high-quality data, effective controls, and adoption
- Drive sales automation that reduces administrative effort and improves sales execution, including automated activity capture, task creation, follow-up sequences, opportunity-stage actions, and approvals
- Deliver AI-assisted selling capability, including AI agents and Copilot-style assistants embedded in CRM for opportunity insight, next-best-action, meeting and call summarization, and automated CRM data capture
- Apply AI to revenue quality: predictive lead and opportunity scoring, propensity-based renewal and churn signals, and AI-generated campaign content and journey optimization in Customer Insights
- Define where AI is the right tool and where deterministic automation is, with clear guardrails on data quality, output review, and measurement of realised benefit
Customer Experience- Deliver seamless web, e-store, mobile app, and multichannel applications and experiences
- Develop customer self-service journeys for finding information, transacting, and obtaining support
- Deliver the technical content platform capability, enabling multilingual content operations and localization
- Build personalised, frictionless digital experiences with CRM, marketing, product data, and analytics
- Use customer insight, feedback, behavioural and operational data to prioritise digital improvements
- Deliver AI-enabled self-service and support, including conversational assistants and agentic resolution of common customer requests, with measured deflection and clear escalation to humans
- Use AI to personalize digital experiences at scale across web and app, including recommendations
Responsibilities- Substantial program or senior project management experience, ideally in a B2B software, technology or professional services business, delivering commercial, customer experience, and go-to-market change
- Track record of delivering an enterprise program spanning multiple workstreams, vendors, and cross functional teams, rather than single implementations
- Hands-on delivery experience with a major CRM platform, ideally Dynamics 365 or Salesforce, and with marketing automation and customer self-service platforms
Experience delivering AI-enabled capability into commercial systems, preferably AI agents or assistants in CRM, predictive scoring, or AI-driven marketing personalization - Practical understanding of quote-to-cash, recurring revenue, renewals and subscription models
- Excellent program planning, governance, dependency management and risk management skills
- Strong commercial acumen, building business cases and managing program budgets
- Outstanding stakeholder management skills, including engaging senior leader and executives
- Experience adapting delivery methods to suit different projects, systems, and environments
- Experience working with Software development delivery approaches and lifecycle practices
- Strong vendor management experience, building collaborative partnerships and holding vendors to plans
- Experience in a growing or acquisitive business, where speed, pragmatism and integration matter
- Comfortable operating across time zones with both North American and European stakeholders
- Excellent written and verbal communication: concise with executives, practical with delivery teams
- Comfortable with ambiguity and with a landscape that is still being shaped
- Proficiency in delivery toolsets e.g., Jira, Confluence, Planner & Project, SmartSheet
Also Valued- Experience delivering Content Management and Digital Experience platforms
- PMP, PgMP, or an equivalent project or program management qualification
- Lean or Six Sigma process improvement experience
- Working knowledge of AI governance, the regulatory landscape, including the EU AI Act, and of building human-in-the-loop controls into commercial processes
- Personal fluency with AI tools in your own delivery practice, and an interest in raising the team's capability
Interview Process- Application - Submit your CV and application via Graitec Careers.
- HR Screening - An initial "get to know you" discussion.
- Hiring Manager Interview - Role-specific discussion with the manager.
- Peer / Stakeholder Interview - May include a presentation or collaborative exercise.
- Final Interview - Conversation with the Business Unit Leader.
