WHO WE ARE:

We are RAPP – world leaders in activating growth with precision and empathy at scale.

As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors, and aspirations.

We foster an inclusive workplace that emphasizes personal well-being.

HOW WE DO IT:

At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning.

Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it – ensuring we’re able to activate authentic customer connections for our clients.

Part of Omnicom’s Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets.

YOUR RESPONSIBILITIES

(But are not limited to)

1. Strategy & Journey Mapping

• Lead and ensure consistency in data-driven decision making and strategy formulation within the team and across all regional and local market CRM initiatives.
• Formulate CRM strategies and programs and ensure alignment with the business' overall objectives. Identify potential optimizations within the CRM system to ensure best experience is provided via CRM systems.
• Blueprint Development: Design, draft, and maintain Integrated Customer Journey Management (ICJM) blueprints.
• Lifecycle Optimization: Identify key opportunities across the Lead-to-Loyalty funnel to drive conversion, retention, and win-back strategies.
• Personalization Frameworks: Develop dynamic content strategies and segmentation models to deliver hyper-personalized experiences at scale.

2. Technical Consulting & Collaboration

• MarTech Alignment: Work closely with technical leads to ensure strategic requirements are feasible within the Salesforce Marketing Cloud (SFMC) or equivalent stacks.
• Operational Integration: Collaborate with Technical Lead and Developers to oversee the translation of strategy into workflows.
• Producing "Management-Ready" presentations and detailed Business Requirements Documents (BRDs) that the development team can build from.

3. Data-Driven Insights

• Performance Analysis: Monitor key performance indicators (KPIs) and collaborate with data teams to derive actionable insights from campaign results.
• A/B Testing & Optimization: Design robust testing frameworks (subject lines, timing, content, channel mix) to continuously improve journey performance.

4. Stakeholder & Client Management

• Strategic Advisory: Act as a key consultant for client counterparts, providing thought leadership on CRM trends and regional best practices.
• Establish and maintain strong relationships with other team leads.
• Provide hands-on, functional consulting to senior stakeholders through identifying strengths and weaknesses of one-to-one communication programs whilst optimising those programs for performance with your team.
• Coach and guide more junior members of the CRM team by aiding with their duties if required and developing their professional skills.
• Develop, manage, and review annual CRM budgets and present offers to the client. Ensure all CRM programs of work fall within the allocated budget and timeline.
• Monitor and evaluate program performance to optimise ROI and prioritise initiatives. Drive a more thorough understanding of customers through data and adapt to their changing requirements of the brand.

 QUALIFICATIONS

• 6–8 years of experience in CRM strategy or customer experience (CX) management. Agency experience, project management experience, or background in high-consideration industries (Automotive, Finance, Luxury) is a plus.
• Platform Knowledge: High-level familiarity with Salesforce Marketing Cloud (SFMC), specifically Journey Builder, Email Studio, and Audience Builder. Familiarity with similar platforms (Marketo, Adobe Experience Cloud, Hubspot etc) are also advantageous
• Soft Skills: Strong "storytelling" ability—the capacity to turn complex data and flowcharts into compelling strategic narratives for senior stakeholders.
• Leadership: Proven ability to mentor junior strategists and foster a collaborative team environment.
• Strong strategy and analytics skills, with an advanced understanding of success metric
• A collaborator comfortable in agile- or sprint-based approaches, willing to work in real time
• An all-around professional with exceptional communication, organizational and time management skills, and the flexibility to adapt quickly to change

SKILLS AND COMPETENCIES
Pleasant personality with a "can-do" attitude and be a good team player. Clear communication skills to make complex technical matters simple when communicating with non-technical stakeholders and client executives.

Lastly, But Importantly…

What we need from you: Jump in. Find problems. Fix them. Build relationships. Imagine new solutions. Invent them. Do whatever it takes to go above and beyond. And stand up for individuality.

What do you need from us? As an inclusive and flexible employer we understand that everyone has unique requirements and needs. So please let us know what we can do to help, should you require adjustments to the process or have specific needs within the role.

Malaysia

Joining Capco means joining an organisation that is committed to an inclusive working environment where you’re encouraged to #BeYourselfAtWork. We celebrate individuality and recognize that diversity and inclusion, in all forms, is critical to success. It’s important to us that we recruit and develop as diverse a range of talent as we can, and we believe that everyone brings something different to the table – so we’d love to know what makes you different. Such differences may mean we need to make changes to our process to allow you the best possible platform to succeed, and we are happy to cater to any reasonable adjustments you may require. You will find the section to let us know of these at the bottom of your application form or you can mention it directly to your recruiter at any stage and they will be happy to help.

ABOUT CAPCO

Capco is a global technology and business consultancy, focused on the financial services sector. We are passionate about helping our clients succeed in an ever-changing industry. You will work on engaging projects with some of the largest banks in the world, on projects that will transform the financial services industry.

Role Overview

The Senior PMO/PMO Lead will play a critical role in supporting programme delivery excellence across the Wealth, Retail & Business Banking (WRB) portfolio. This role is responsible for overseeing multiple programmes, ensuring adherence to governance standards, driving delivery consistency, and supporting programme managers with high-quality execution. The ideal candidate possesses strong strategic thinking, analytical ability, and the agility to operate in a fast-paced, dynamic environment.

Key Responsibilities

1. Programme Governance & Delivery Oversight

• Oversee multiple programme deliveries and ensure alignment with Change Delivery Standards (CDS), governance policies, and assurance frameworks.
• Monitor programme performance, delivery health, and adherence to key milestones, identifying areas for improvement or intervention as needed.
• Conduct quality reviews of programme artefacts including business cases, project plans, RAID logs, governance papers, and closure reports.
• Support phase-gate reviews, programme audits, and governance checkpoint processes.

1. PMO Operations & Reporting

• Maintain programme dashboards, scorecards, and performance metrics to measure delivery effectiveness across programmes.
• Consolidate reporting for Steering Committees and senior leadership, including progress updates, KPIs, financials, risks, and dependencies.
• Ensure accuracy and completeness of programme data in relevant tools such as Clarity, Azure DevOps, and other governance platforms.
• Drive standardisation and continuous improvement of PMO processes, frameworks, templates, and best practices.

1. Strategic Planning & Decision Support

• Partner with Programme Managers and senior stakeholders to support prioritisation, resource planning, financial forecasting, and investment management.
• Provide insights and strategic recommendations based on programme performance, risk patterns, and delivery trends.
• Support annual investment budget cycles and ensure alignment with strategic objectives.

1. Stakeholder Engagement & Collaboration

• Engage and collaborate with cross-functional stakeholders across Group, Region, and Country teams to ensure smooth programme execution.
• Support leadership forums, governance committees, and delivery excellence initiatives with high-quality materials and structured insights.
• Facilitate communication and alignment between Programme Managers, Change Delivery teams, and business stakeholders.

1. Capability Building & Delivery Excellence

• Coach project and programme managers on governance standards, delivery quality, and best practices in project management.
• Support training initiatives, knowledge-sharing forums, and capability uplift activities across Change Delivery CoE.
• Promote a culture of continuous improvement and operational discipline.

1. Process Improvement & Risk Management

• Monitor the effectiveness of delivery processes and controls, identifying gaps and driving process enhancements where needed.
• Review Change Request Approvals (CRAs), go-live readiness parameters, and key control checkpoints to ensure risk is effectively managed.
• Escalate and track issues, risks, and dependencies with urgency and clarity.

1. Conduct, Ethics & Compliance

• Uphold the highest standards of conduct and ethics, ensuring full adherence to applicable laws, regulations, and the Group Code of Conduct.
• Champion responsible delivery, transparency, and integrity across WRB programmes.

Required Skills & Experience

• 8+ years of experience in programme/project management or PMO roles within banking, financial services, or complex global organisations.
• Demonstrated experience in managing multiple programme deliveries concurrently.
• Strong ability to apply and embed project management frameworks while measuring delivery effectiveness.
• Excellent strategic thinking, analytical reasoning, and structured problem-solving skills.
• Proven ability to work in fast-moving, dynamic environments with shifting priorities.
• Strong stakeholder engagement and communication skills, especially in partnering with Programme Managers and senior leaders.
• Proficiency in PM tools such as Clarity, Azure DevOps, JIRA, or similar.

Nice-to-Have

• Consulting background (management consulting, delivery excellence, transformation, or PMO advisory experience).
• Experience in Agile delivery environments.
• Professional certifications (PMP, PRINCE2, Agile, SAFe, or equivalent).