Digital Operations Manager - Loyalty & CRM
Posted about 2 months ago
VCCP is the global challenger network for challenger brands. With more than 1,500 people across 13 offices in North America, EMEA and APAC, we challenge convention to deliver value for the world’s most ambitious organisations.
We believe transformation happens when everything works together. That’s why we bring specialists from every discipline - strategy, AI, data, media, digital, experience, branding, creativity, production, PR, CX, CRM, employee engagement and beyond - into one fully integrated network.
We were founded on the principles of simplicity, collaboration and un-preciousness, and we’ve grown by staying true to them. Today, our clients include some of the world’s most recognisable and progressive brands, such as Virgin Media O2, Barclays, Cadbury, Compare the Market, Domino’s, White Claw, easyJet, Primark and Co-op.
VCCP has topped the AAR’s annual new business ranking in 13 of the last 14 years and holds multiple Agency of the Year titles. Across every company and every capability, we share the same ambition: to challenge ourselves, challenge our clients and challenge the industry for the better.
THE ROLE:
This role combines two core responsibilities:
1. Operations Management (Agency & Team Focus). As Operations Manager, you will play a central role in ensuring the smooth and effective running of the Loyalty & CRM team. You’ll create the conditions for great work to happen - optimising
processes, managing resources, and supporting team growth.
Key responsibilities include:
● Resource planning and team coordination to ensure optimal utilisation
● Managing and improving team processes, workflows, and digital tools
● Supporting talent acquisition, onboarding, and new starter inductions
● Driving a positive, productive working environment across the team
● Partnering with department leads to continuously refining operational efficiency
2. Project Management (Client & Delivery Focus)
As a midweight Project Manager, you will lead the delivery of key Loyalty and CRM projects across a diverse client portfolio. These projects span strategic, data-led, and production-focused initiatives.
Key responsibilities include:
● End-to-end project management and delivery, ensuring work is on time, on budget, and to a high standard
● Collaborating closely with Account Management, Planning, and Data teams
● Managing project finances, including estimates, forecasting, utilisation, and reconciliations
● Working with Heads of Departments to define, evolve, and embed best practice processes
● Building strong relationships with internal teams and clients to deliver impactful work
ABOUT YOU:
● Proven experience managing CRM, loyalty, and data-led projects in an agency or similar environment
● Strong operational mindset with experience improving team processes and workflows
● Confident in managing budgets, forecasting, and financial tracking
● Comfortable working across multiple projects and priorities in a fast-paced environment
● Experienced in using a variety of project management methodologies and frameworks
● Proactive in driving best practices, mentoring others, and contributing to team development
WHY THIS ROLE?
This is a unique opportunity to shape both how work gets done and what gets delivered - combining operational leadership with hands-on project management. You’ll have a direct impact on team performance, client success, and the continuous evolution of our Loyalty & CRM offering.
If this sounds like you or someone you know, then we'd love to hear from you!
VCCP DE&I STATEMENT
We believe that DE&I is about creating a strong culture of inclusion within our agency, where everyone can thrive and be their authentic self. VCCP is an equal opportunity employer and does not discriminate on the basis of gender, age, disability, religion, belief, sexual orientation, marital status, or ethnicity. If you require any adjustments during the application or interview process, please let us know via [email protected].
CRIMINAL RECORDS INFORMATION
As part of our onboarding process, you will be required to complete a Criminal Records Declaration regarding any unspent convictions. For roles in finance, HR, Legal, IT or senior management, we may be required to verify your declaration with a basic DBS check, as well as an Adverse Finance and ID check.
**Please note, we try to respond to as many applications as possible but, if you do not hear from us within two weeks of submitting your application, please assume we are unable to proceed with your application for this specific role. Thank you for your interest in VCCP**
At VCCP, our challenger attitude transforms the fortunes of our clients. For example, we helped O2 become market leaders within three years of launching.
Key team members
Peter Grenfell
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