Job Description

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Job Summary:
We are seeking a dynamic and highly experienced Senior Project Manager to lead the end-to-end delivery of a new Customer Support Tool. The ideal candidate will bring deep expertise in Digital Commerce and Customer Support platforms.
This role is critical to our Digital Innovation Programme, and the successful candidate will play a key role in shaping customer experience through the implementation of scalable, integrated digital solutions.
The individual successful in this role will have proven track record of managing complex, cross-functional technology projects that enhance customer experience and operational efficiency.
This role is available on a 12 months FTC basis, covering Maternity Leave.
Requirements:
Key Deliverables:

• Report directly into the Digital Innovation Programme, ensuring project alignment with broader digital transformation objectives and innovation roadmaps.
• Lead the planning, execution, and delivery of a customer support tool implementation, ensuring alignment with business goals and timelines.
• Collaborate with stakeholders across IT, Customer Service, Digital, and Commercial teams to define project scope, objectives, and success criteria.
• Manage project budgets, timelines, risks, and resources, ensuring delivery within scope and quality standards.
• Oversee vendor selection and management processes for third-party platforms or integrators.
• Ensure seamless integration of the customer support tool with the overall solutions architecture of digital commerce platforms and backend systems.
• Champion hybrid project methodologies, adapting delivery approaches to suit project needs and to facilitate agility.
• Provide regular updates to the Digital Innovation Programme including status reports, risk assessments, and mitigation plans to be presented to SteerCo.
• Foster a culture of innovation, continuous improvement, knowledge sharing, and user-centric design.

Knowledge & Experience:
Essential:

• Extensive project management experience in the tech industry, with previous advanced experience in a senior or lead role.
• Proven track record delivering customer support or CRM tools (e.g. Zendesk, Salesforce Service Cloud, Intercom).
• Strong experience with digital commerce platforms (e.g., Shopify Plus, Salesforce Commerce Cloud, Adobe Commerce).
• Deep understanding of SaaS ecosystems, cloud-native architectures, and API integrations.
• Skilled in agile project management tools (e.g., Jira, Confluence).
• Excellent communication, stakeholder management, and leadership skills.
• PMP, PRINCE2, or Agile certification preferred.

Desirable:

• Knowledge of ITIL or service management frameworks.

• Familiarity with customer journey mapping and service design.
• Background in SaaS implementations and cloud-based platforms.

Our goal at Square Enix is to hire, retain, develop and promote the best talent, regardless of age, gender, race, religious, belief, sexual orientation or physical ability.
Our pledge to D&I
At Square Enix we believe in the importance of being a diverse and global company, and we stand firmly together against any forms of injustice, intolerance, harassment or discrimination. In our effort to create a truly diverse workforce, we pledge to continue to raise awareness in every step of the employee experience, from recruitment to promotions to ensure equal opportunities for all. One of our goals is to champion diversity in games and at work and work together to inspire real change.
Learning and education around D&I will be a key element for us to continue to grow as an organization. With unconscious bias training, D&I workshops and a variety of initiatives to give our employees the opportunity to be heard and be part of that change to achieve real equality. We need all our efforts to continue to build our culture of inclusion and equality.
We are also proud to partner with UKIE's Raise the Game pledge, BAME in Games and Women in Games, to name a few.
Hybrid Working Policy
Square Enix is pleased to be an employer that offers flexibility within the workplace.
We have a hybrid working policy which allows employees to work from the comfort of their home, three days per week, and in our amazing Blackfriars office for the other two.
Or, if being in the Office is your preference, you can choose three days working from our office and two days working from home. The choice is yours!