Manager of Strategic Projects and Programme Office at Luno

The role in a nutshell:

You will be leading the Global Customer Success team’s project office, focused on managing a portfolio of key strategic projects aimed at building new customer service, experience and related capabilities, ways of work and practices within the Customer Success team. 

You will report into the Global Head of Customer Success and form part of the Customer Success leadership team. 

Your mission will involve: 

• Translating the Global Customer Success vision, purpose and strategy into key strategic projects and programmes of work. 

• Develop and mature both waterfall and Agile approaches to driving programme and project delivery in the Customer Success team, working with Agile and other experts in Luno to shape this. 

• Determine and define the business case, project scope and objectives for key strategic projects.

• Identify and source resources needed to reach project objectives and manage resources in an effective and efficient manner.

• Prepare project budgets, where necessary, based on scope of work and resource requirements.

• Track project costs in order to meet budget.

• Develop and manage a detailed project schedule and work plans.

• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.

• Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.

• Utilize industry best practices, techniques, and standards throughout entire project execution.

• Measure project performance to identify areas for improvement.

• Train, coach and support the CS teams to create a common understanding of the CS project management approach, equipping them for project success.

• Lead the team members reporting into this role, these include a Business Analyst and Customer / BI Data Analyst.

In your first six months, you will:

• Build internal and external relationships.

• Develop the Customer Success programme office and project management frameworks. 

• Translate the CS strategy into key programmes of work / deliverables, supporting the Head of Customer Success with strategy execution and impact monitoring. 

• Take ownership of key strategic projects and manage these throughout the project life cycle. 

• Identify, recruit and onboard the talent needed for both the Business Analyst and Customer / BI Data Analyst roles which report into this role. 

• Enable regular reporting to key internal stakeholders. 

The ideal Lunaut for this role will have:

• A B-degree or Honours-degree in business management, IT or related fields. An MBA would be advantageous.

• Experience in data, analytics and business intelligence. 

• Strong people management skills, with a proven ability to hire and grow talented people.

• The ability to work in a complex, cross-functional and heavily matrixed environment that changes frequently and rapidly.  

• At least 7 years’ experience programme and project management experience. 

• Certified in project management and related methodologies, including PMP, PRINCE2, or other waterfall / predictive and agile, would be advantageous.

• Knowledge and experience managing projects in a customer service operations environment would be advantageous.

• Multinational experience, working with various cultures and global teams would be advantageous. 

• Proven ability to work and communicate with all levels of the organisation including cross-functional teams.

• Demonstrated presentation and facilitation skills.

• Planning and organising through strong prioritisation and time management skills.

• Ability to set strategy and follow through on tactical implementation and execution of initiatives.

• Excellent organisational skills and attention to detail.

• Ability to adapt to changing environments and effectively manage change by providing hands-on leadership.

• Skilled in using data and analysis to drive effective decision-making.

• Proficiency in all Microsoft Office/G-Suite applications are required 

• Strong customer focus; open to change; can anticipate future consequences and trends accurately; creates strong morale and spirit in their team; lets people finish and be responsible for their work; creates a feeling of belonging in the team, lets people know where they stand

Life at Luno

If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.

Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We’ve got you covered with excellent private medical insurance. 

• You'll be able to continuously up-skill yourself with access to free courses on Udemy, Coursera and Codecademy.

• For the crypto fans among you (should be everyone!), you'll pay 0 fees with Luno from the day you start

• Generous maternity / paternity leave. 

• An annual inspiration day, over and above your annual and public holiday leave... for that pottery course you’ve always been meaning to do!

• Work with a globally diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.

• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts to break up your day and work that other part of your brain. 

• Work is important, but your mental health should always take priority. At Luno, we do everything we can to make sure you lead a healthy and happy life. That's why Luno gives you free access to Headspace – a full library of guided meditations, sleep stories, and music.