Portfolio Manager - Digital Customer Experience

About the role

Internal Use only - Grade C About us We're the team behind digital retailer Very . Our purpose, helping families get more out of life, powers everything we do. And we want our people to get more out of life too! If you're high-performing, ambitious and make the most of every opportunity, we want to hear from you. In return, you'll enjoy heaps of flexibility, great perks and benefits, and the freedom to be yourself, keep learning and take your career wherever you want it to go. If you love making a difference, you'll love making it sparkle for millions of Very customers. ✨ About Digital Customer Experience This role spans our Digital Customer Experience and Marketing Tech functions: our Digital Customer Experience team owns the end-to-end journey across web and app, creating seamless, insight-led experiences for our customers and our Marketing Technology Function which designs, builds, integrates, and operates the technology that underpins our marketing strategy. Bringing together Product, UX, Research, Engineering, Delivery and BA expertise, we use customer insight and data to design, build and optimise intuitive, high-performing journeys that remove friction, improve engagement, and deliver measurable value. About the role We are looking for a Portfolio Manager to orchestrate and oversee change across our marketing and digital customer experience pillar to ensure alignment with strategic objectives and delivery of maximum value. Leading a team of lead and senior delivery managers, they will drive delivery of a wide portfolio of activity across their Performance Unit(s), including commercial and KLO initiatives. They are responsible for building delivery capability and ensuring optimal resource utilisation across their PU(s). Leadership & Impact Lead multi-disciplinary teams in a large-scale, fast-moving digital business, through up to 6 direct reports and matrix management of multiple delivery teams (100+ colleagues). Role model exemplary delivery principles and champion a culture of performance, accountability, and continuous improvement. Manage recruitment, performance, and development of senior delivery managers. Act as coach and mentor. Accountable for all change delivery within one or more PUs, including planning, funding, resourcing, and reporting to deliver business value early and at high velocity. Manage delivery interconnectivity across PUs and ensure effective delivery drives benefits to customers and colleagues underpinning PU's annual strategy. Key Responsibilities Delivery Leadership Steer delivery teams to deliver on time, to cost, and with quality outcomes. Establish and manage PU delivery plan, ensuring alignment across squads. Facilitate collaboration, remove blockers, and build talent pipelines internally and externally. Drive team productivity using metric-driven continuous improvement. Support Head of Delivery and PMO in raising standards and implementing strategies to meet OKRs. Champion knowledge sharing and innovation through forums and showcases. Risk & Issue Management Proactively identify and manage risks, issues, assumptions, and dependencies. Manage escalation process with GLT and Head of Delivery/ePMO. Portfolio Planning & Prioritisation Facilitate portfolio planning cycles and contribute to Quarterly Planning Process (QPP). Work with stakeholders to prioritise work from technical and product roadmap perspectives. Governance & Oversight Ensure adherence to governance framework across projects, small change, and BAU. Monitor delivery performance, risks, and status. Facilitate portfolio-level decision-making forums with senior executives and sponsors. Resource & Capacity Management Monitor squad/team capacity, align resourcing to priorities, and optimise allocation. Identify and resolve resource bottlenecks. Manage budget allocations and expenditure tracking. Support business case creation and benefits tracking. Provide advice and information to senior management for investment decisions. Stakeholder Engagement Act as primary delivery contact for exec PU sponsor and GLT stakeholders. Build productive relationships with senior leaders, Heads of Product, Heads of Tech, and delivery teams. Communicate progress, risks, and changes clearly to PMO and stakeholders. Reporting & MI Provide regular portfolio updates and manage escalations. Deliver accurate and timely reporting on KPIs and delivery metrics Essential knowledge and skills Expert in portfolio and programme management with proven ability to govern large, complex, cross-functional portfolios. Experience in managing incoming dependencies and sequencing work to minimise bottlenecks Strong people leader with evidence of delivering transformation. Excellent commercial and financial acumen. Deep understanding of agile, waterfall, and hybrid delivery models. Skilled in change leadership and influencing across organisational boundaries. Action-oriented, removes barriers to rapid delivery. Strong stakeholder and third-party management

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