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CRM Project Manager

Job description

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

Job title:  CRM Project Manager


Job purpose:  As a Project Manager in Thomas Cook IT, you will lead small to medium IT development or maintenance projects, with full responsibility for delivering against project, scope, budget, quality and timeline.


Key accountabilities and decision ownership:

  • Takes full responsibility for the definition, documentation and successful delivery of IT projects (typically with high-risk dependencies).
  • Identifies business value and quality metrics by which benefits/performance can be measured
  • Monitors and controls resources, revenue and capital costs against the project budget and manages expectations of all project stakeholders
  • Manages small project delivery teams, facilitating effective working relations and monitoring progress to agreed quality measures
  • Selects methods and tools, using iterative techniques where appropriate, ensuring that effective project control, change control, risk management and testing processes are maintained.
  • Implements effective stakeholder engagement and communication plans
  • Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against KPIs, taking appropriate steps to address non-compliance.
  • Monitors progress against business objectives specified in the business case.
  • Identifies where change is required, and plans for variations In consultation with stakeholders, ensuring that change management protocols are implemented.

Skills, know-how and experience:

Must have:

  • Experienced project leadership capabilities that drives team engagement and produces high quality development deliverables.
  • Excellent communication skills with a strong commercial mind set and business acumen.
  • Proactive and tenacious ‘can do’ attitude to unblock issues and ensure progress
  • Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organisation.


  • Ability to communicate vision and ability to anticipate future business needs.
  • Experience of travel industry
  • International experience
  • English, German, or French an advantage


Technical / professional qualifications:

  • Bachelor’s degree / MBA preferred
  • Project Management Professional Certification or equivalent


Key performance indicators:

  • Delivery of IT Projects in line with agreed roadmap and target architecture to scope, quality, on time and to budget.
  • Establish Project management Toolkit/Methodology and Development plan for Delivery Team in conjunction with peer group
  • Build and manage a highly motivated Project Delivery team


Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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