WHAT’S THE ROLE?
Senior Fulfilment Project Manager
This role will lead the end-to-end programme to significantly improve Prostate Cancer UK’s fulfilment processes, through re-contracting or a potential new supplier, ensuring continuity of income, supporter experience and regulatory compliance throughout. Acting as the senior project delivery lead, you’ll independently own overall programme design from tender documentation through to supplier transition strategy, risk management and crossdirectorate coordination for a complex, high-stakes operational change impacting fundraising, supporter care, health information, ecommerce and income processing and complex data flows. You’ll provide specialist professional leadership in fulfilment operations, supplier mobilisation and transition governance, acting as a best-practice and quality resource to the organisation. This is a time-limited but critical role, safeguarding over £2m of annual income and establishing a fulfilment model fit for future scale and growth.
IN THIS ROLE YOU’LL...
Lead the overall programme to re-tender, and potentially transition and mobilise a new fulfilment provider, from initiation through to stabilisation
Own the integrated delivery plan, milestones, dependencies, risks and decision points across the programme
Lead the tender and supplier selection process, including requirements definition, evaluation and mobilisation planning
Provide senior oversight of future-state operating models across fulfilment, response handling, e-commerce, fundraising operations and data flows
Manage complex stakeholder relationships across Fundraising, Technology, Finance, Governance, Supporter Care and external suppliers
Make sure risks to income processing, supporter experience, compliance and operational continuity are actively identified and mitigated through any change.
If a new supplier is selected, design and oversee phased transition approaches, including interim operating models where services must run in parallel
Provide clear reporting, assurance and decision-making recommendations to senior stakeholders
Provide delivery leadership, prioritisation and oversight to the Fulfilment Implementation Manager through matrix working, including coaching/mentoring and guiding colleagues through complex operational, supplier and governance issues using agreed frameworks and procedures
Act as the organisation’s senior technical/professional specialist and advisor on fulfilment operations and provider transitions during the programme, setting and promoting bestpractice standards and quality controls
This role does not carry line-management responsibility but requires strong delivery leadership through influence, coordination and governance
Maintain high quality data, making sure information is gathered and recorded in line with the requirements of the UK General Data Protection Regulation, ICO and Prostate Cancer UK Data Protection Policy.
AS A MEMBER OF PROSTATE CANCER UK’S MANAGEMENT YOU’LL...
Role model and promote our behaviours in line with the code of conduct
Act as an ambassador for the charity at all times
Be accountable for performance management of your work, working within your stakeholders to achieve positive results
Establish a culture of continuous improvement and evidence-based delivery
WHO YOU ARE...
An experienced senior project or programme professional with a strong track record of leading complex operational or supplier-change programmes
Provides technical/professional advice as a specialist within the programme delivery and supplier transition discipline; acts independently with minimal guidance, guides others to resolve complex issues based on existing solutions and procedures, and serves as a best-practice/quality resource
Comfortable operating with high autonomy, ambiguity and organisational impact
Experienced in procurement, tender processes and supplier mobilisation
Highly credible with senior stakeholders and confident influencing without formal authority
Exceptionally organised, calm under pressure and able to sustain delivery momentum
An excellent communicator, able to translate complex operational and technical detail into clear decisions
Actively promote Prostate Cancer UK’s commitment to equity, diversity, inclusion and allyship
YOUR ROLE: THE NUTS AND BOLTS
Your line manager: Head of Customer Engagement & Experience, with matrix management from Senior Customer Operations Manager
Job level: Band 5 (Individual Contributor)
Contract: Fixed Term – 10 months
Hours: Full time 37.5 hours per week. We’re happy to consider requests for flexible and part-time working on hiring.
Budget: There will be a small transition budget available
Location: Hybrid working – a combination of remote and in-person working at our London Bridge office. You’d need to be in the office at least 4 days a month and we may need you to come in for specific meetings. Some site visits to our fulfilment provider may be expected
WHERE DOES MY ROLE FIT IN THE ORGANISATION?
OUR CULTURE
VALUES AND BEHAVIOURS
Our values and behaviours help us make decisions, work together and guide the sorts of conversations we have on a day-to-day basis. They underpin our brand identity and give us a shared understanding of who we are and how we work together to create positive change, every day.
OUR VALUES
OUR BEHAVIOURS
RATIONAL
GENEROUS WITH KNOWLEDGE
Switched on and well-connected, we share our expertise and make informed decisions.
NATURALLY CURIOUS
Constantly learning and hungry for knowledge, we challenge and push for answers.
EMOTIONAL ASPIRATIONAL
GOT YOUR BACK
Unembarrassed and reassuring, we listen, understand and stand up for those in need.
OPEN TO ALL
Inclusive and open-minded, we recognise everyone is unique and embrace different perspectives.
DO WHAT MATTERS
Impossible to ignore, we focus on what matters to drive results and maximise our impact.
NEVER SETTLE
Fired up and determined to make a difference in everything we do – and driven to give our best.