Senior Project Manager - Memberships
JOB_53860411126424Job type
PermanentLocation
Dublin South/WicklowWorking Pattern
Full-timeSpecialism
Projects & Change ManagementIndustry
Charities & Not For ProfitPay
€Salary DOE - C. €86-95k
Senior Project Manager | Perm | Salary DOE | 3 days on-site per week
A national organisation is seeking an experienced Senior Project Manager (working in Membership Ops/Customer Experience) to provide strategic leadership and operational oversight across a large, regulated, multi‑stakeholder ecosystem.
This role owns the full lifecycle of stakeholder relationships and compliance across producers, distributors, retailers, and consumers, ensuring the network operates effectively, remains compliant, and delivers a consistently high-quality customer experience. You will define and execute the strategy for membership operations, translating organisational objectives into structured, data-driven execution across Retail, Producer & Distributor, and Customer Experience functions.
This is a senior leadership position focused on building capability, strengthening governance, improving responsiveness, and embedding a customer‑first, high‑performance culture across a complex, multi‑sided operational environment.
What You Will Achieve
- A clearly defined and executed membership operations and customer experience strategy aligned to organisational and regulatory objectives.
- A high‑performing, compliant, and well‑governed stakeholder ecosystem across producers, distributors, and retailers.
- Strong ownership of the full people‑management lifecycle across producer & distributor operations, retail operations, and customer contact centre teams.
- A data-driven operating model with clear performance visibility, structured insight, and continuous improvement.
- A high-quality customer contact centre delivering consistent service, strong SLA adherence, and effective issue resolution.
- Clear ownership of stakeholder escalations, with systemic issues identified, addressed, and reduced over time.
- Accurate, audit‑ready stakeholder and product data supported by robust validation, reporting, and governance processes.
- Consistent, audit‑ready QMS documentation and risk management frameworks across stakeholder operations.
What You Will Do
- Define and deliver the membership operations and customer experience strategy, aligning execution with organisational priorities and regulatory requirements.
- Lead and develop Retail and Producer & Distributor teams, driving performance, accountability, and long‑term capability.
- Own end‑to‑end stakeholder operations, including retailer performance, producer and distributor compliance, and customer experience delivery.
- Oversee customer contact centre operations, ensuring service quality, SLA performance, and operational alignment.
- Act as the final escalation point for complex stakeholder and customer issues, ensuring timely resolution and root‑cause remediation.
- Implement a data‑driven operating model using KPIs, performance insights, and structured reporting to inform decisions and drive improvement.
- Own QMS governance and risk management across stakeholder operations, ensuring audit readiness and compliance.
- Champion cross‑functional collaboration with service delivery and other internal teams to ensure aligned execution and issue resolution.
- Lead strategic programmes and operational initiatives using structured project and programme management methodologies.
Who You Are
- A senior leader with experience operating at Head‑of or equivalent level in complex, regulated, or multi‑stakeholder environments.
- A strategic thinker who can design operating models and translate strategy into effective, scalable execution.
- A proven people leader with a strong record of building, developing, and managing high‑performing teams.
- Highly data‑driven, with the ability to analyse performance, generate insight, and make evidence‑based decisions.
- An experienced programme and project leader, capable of delivering complex, cross‑functional initiatives.
- Highly effective in stakeholder engagement, able to influence and build credibility with senior internal and external stakeholders.
- A confident communicator who can align multiple teams around shared priorities and outcomes.
Essential Requirements
- 7+ years’ experience in senior operational, stakeholder management, regulatory, or programme delivery roles.
- Senior‑level leadership experience managing multiple teams and functions.
- Proven experience developing and executing strategy within complex operational environments.
- Strong people‑management capability, including performance management, coaching, and capability development.
- Demonstrable experience in data analysis and data‑driven decision-making.
- Proven programme and project management experience with structured governance.
- Full clean driving licence and willingness to travel.
Desirable
- Experience overseeing customer service or contact centre operations.
- Strong analytical skills with experience using KPIs and operational insights to drive performance.
- Relevant qualifications such as MBA, PRINCE2, PMP, or related disciplines.
- Familiarity with FMCG, retail operations, or supply‑chain environments.
- Experience managing outsourced service providers.
- Comfortable using AI‑powered workplace tools (e.g. Copilot, ChatGPT, Claude, Gemini) to improve efficiency and workflow effectiveness.
- Experience in environmental schemes, waste management, or Extended Producer Responsibility (EPR) frameworks.
Senior Project Manager - MembershipsJOB_538604111264242026-04-022026-07-02
Talk to Alice Barry, the specialist consultant managing this position
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JOB_53860411126424