Customer Delivery Manager Full Time NEW

Customer Delivery Manager

Neve Jewels System ·London Office

Function: Technology

Reports To: Head of Delivery

Location: London

Employment Type: Full-Time

Experience: 10+ Years

Domain: Luxury Retail / Jewellery

01 ROLE OVERVIEW

Neve Jewels Group is a UK headquartered, digital-first jewellery company redefining modern luxury through made-to-order design, ethical craftsmanship, and global e-commerce across its brands: Diamonds Factory, Austen & Blake, and Sacet. Our values:

Celebrate the Moment: We honour life’s milestones by creating meaningful, joy-filled jewellery experiences.

Customer Centric Approach: Every decision starts with our customer, delivering personalised service at every step.

Earn Trust and Respect: We build trust through honesty, care, and respect in all relationships.

Experience Led Innovation: We blend tradition and innovation to enhance every jewellery experience.

Empathy for People/Planet: We act with compassion, sourcing ethically and operating sustainably.

As a IT leader with extensive stakeholder management experience, gained through both leadership and consultative roles, you possess a proven track record of driving transformational change and maturing delivery capabilities. You are adept at managing large, diversely located technology teams across the full delivery lifecycle, fostering a product-centric, agile environment that empowers teams to operate autonomously. A collaborative partner and skilled communicator, you excel at building and evolving high-performing teams through mentoring and coaching, ensuring a seamless transition of change into service. Your flexibility and resourcefulness enable you to manage complex priorities and meet demanding deadlines while maintaining excellent stakeholder relationships across all levels of the organisation

02 KEY RESPONSIBILITIES

• Strategic Synchronisation: Ensure all delivery initiatives are directly mapped to the overarching business strategy. Collaborate with the Executive Leadership Team to provide critical data-driven inputs for sizing, sequencing, and prioritising the roadmap.
• Research to Execution: Lead the transition of strategic research and discovery into high-velocity execution, ensuring the “Change Portfolio” remains balanced across Website, Store, CRM, and Marketing Automation systems.
• Resource & Financial Stewardship: Maintain full oversight of the change portfolio’s resources and budgets. Proactively manage risks, compliance, and third-party supplier performance to ensure global delivery stability.
• End-to-End Accountability: Take full ownership of change delivery across the customer tech stack—including Contact Centres, Social, and Loyalty platforms—maintaining standards for quality, budget, and timing.
• Proactive Delivery Leadership: Champion a high-performance culture that anticipates bottlenecks before they impact the customer journey, fostering a “delivery-first” mindset across internal and external teams.
• Benefit Realisation: Lead the post-implementation assessment and reporting of achieved benefits. You will be accountable for proving that technical deployments (e.g., new Marketing Automation or Loyalty features) translate into tangible business value and ROI.
• Pragmatic Governance Design: Architect and implement bespoke governance frameworks and principles tailored to the specific risk profile of the project—whether employing Agile for digital front-ends or Waterfall for core system migrations.
• Transparent Reporting: Establish a suite of management reporting that provides “one version of the truth,” ensuring stakeholders have real-time visibility into portfolio health, spend, and delivery velocity.
• Compliance & Safety: Ensure all delivery activities across the customer-facing estate meet rigorous CISO, DPO, and regulatory compliance standards.
• Process Evolution: Drive the measurable improvement of change processes by engaging with delivery teams at the coalface. Use a “ground-up” approach to refine the delivery lifecycle, enhancing the accuracy of updates and forecasts.
• Way of Working (WoW) Innovation: Constantly iterate on the delivery playbook to reduce friction, improve Process Maturity, and ensure the business can pivot quickly to meet changing retail market demands.
• Credible Partnership: Build authentic, transparent relationships with stakeholders at all levels, from technical engineers to C-suite executives.
• Unified Communication: Act as the primary conduit for information, ensuring clear, jargon-free, and accurate communication regarding delivery progress, shifts in scope, or resource constraints across the entire organisation.

03 REQUIRED SKILLS & EXPERIENCE

Technical Expertise

• Delivery models: Expert-level knowledge in both Agile (Scrum, Kanban, SAFe) and Waterfall frameworks, with the ability to determine which approach best suits specific retail initiatives—from rapid front-end e-commerce updates to legacy ERP migration
• Way of Working (WoW) Design: Experience in creating and iterating on organizational delivery models that bridge gaps between technical execution and business strategy
• Nearshore & Offshore Management: Proven ability to manage geographically dispersed teams, ensuring cultural alignment and high productivity across different time zones
• Product Lifecycle Management: Deep understanding of the full delivery lifecycle, from requirements elicitation and planning through to go-live and ongoing support
• Governance Frameworks: Implementing robust yet flexible governance that ensures quality and compliance (e.g., GDPR in retail) without stifling delivery pace.
• RAID Management: Expert management of Risks, Assumptions, Issues, and Dependencies, particularly identifying cross-functional bottlenecks in complex retail environments.
• Financial & Budgetary Oversight: Responsibility for multi-million-pound budgets, including Capex/Opex tracking, ROI analysis, and linking work-in-progress back to the original business case.
• Performance Metrics & Reporting: Using data-driven insights (e.g., velocity, lead time, burn rates) to provide transparent reporting and support strategic decision-making.
• C-Suite Translation: Acting as a bridge between technical teams and senior retail leadership (CEO, COO, CMO), managing expectations during high-stakes periods like peak trading.
• Conflict Resolution & Mediation: Skilled in resolving interdepartmental conflicts and aligning diverse stakeholders with competing priorities around a shared vision.
• Vendor Negotiation & Commercials: Expert in negotiating Statement of Works (SoWs), vendor SLAs, and commercial terms to ensure value for money and delivery excellence from third-party partners.
• Influencing & Advocacy: Building trust and authenticity across organizational boundaries to drive the adoption of new technologies and delivery practices.

• Retail Domain Knowledge: Deep understanding of industry-specific processes such as POS systems, inventory management, and multi-channel customer journeys.
• Technical Literacy: While not coding daily, possessing enough “technical depth” in cloud platforms (AWS/Azure), DevOps, and microservices to challenge solutions and unblock teams.
• Change Management & Innovation: Leading organizational transformation and fostering a culture of continuous improvement to stay ahead in the dynamic retail landscape

04 PREFERRED QUALIFICATIONS

• Academic: Bachelor’s or Master’s degree in Computer Science, Business, or a related field (or equivalent professional experience).
• Methodology: Certified Agile (SAFe/CSM) and Waterfall (PRINCE2/PMP) practitioner.
• Experience: Minimum 8+ years in senior delivery roles, with at least 3 years at a “Head of” level within a fast-paced retail or e-commerce environment

05 WHY JOIN NEVE JEWELS

• Join a fast-growing business where your contributions matter and your ideas are valued
• Work in a supportive, transparent environment that encourages innovation and excellence
• Enjoy flexibility with 3 days a week in our vibrant Hatton Garden office and 2 days working from home
• Flexi hours – start your day between 8am and 10am, then finish between 4pm and 6pm
• Comprehensive Vitality private healthcare, offering access to high quality medical support and wellness benefit
• Enjoy your birthday, with an extra day of leave to celebrate
• Access to Perkbox for exclusive discounts, rewards, and wellbeing benefits to help you make the most of your work-life balance
• 25 days annual leave + bank holidays
• Enhanced maternity and paternity leave entitlements

Our Commitment to Diversity & Inclusion

At Neve Jewels Group we are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of gender, race, colour, religion, age, disability, belief, sexual orientation, marital status, or is disadvantaged by conditions or requirements which cannot be shown.