Paul Mbuko

I lead projects and operational improvements across digital systems and membership services, making sure both change initiatives and day today services run smoothly.

My role covers three key areas: the Project Management Office (PMO), the Membership Support function, and CRM leadership.

• I manage the PMO, overseeing project governance, tracking, reporting and risk management. I’ve led major digital projects, including the development of MyRCOT (new website, member portal, Dynamics 365 CRM and payment integrations). My responsibility spans from initial planning and business case development through to delivery, launch and post-implementation improvements, ensuring senior leadership have clear visibility of progress and performance.

• Alongside this, I head up the Membership Support function. I manage a Team Leader and three Membership Support Officers, ensuring members receive a high-quality, responsive service. I’ve introduced clearer processes, service standards and structured workflows to improve consistency and reduce risk. I also act as the escalation point for complex member queries, payment issues, system defects and complaints. This includes oversight of arrears processes and data accuracy within Dynamics 365.

• The third part of my role is managing the CRM Lead. They work closely with Digital, IT, Finance and external suppliers to resolve system issues, improve integrations and enhance overall platform usability. I provide oversight and direction on CRM development, including defining business requirements, supporting user acceptance testing, coordinating releases and ensuring changes are properly embedded across teams. This ensures our systems continue to evolve in line with organisational needs.

• Across all three areas, I focus on improving collaboration between teams, strengthening communication and making sure both projects and live services run efficiently and effectively.

• Managed delivery of multiple marketing technology projects using Agile methods to meet timelines and budgets.
• Collaborated with Head of Marketing Technology to align resource allocation with business objectives.
• Facilitated Agile ceremonies for development and data teams, quickly resolving blockers to sustain momentum.
• Produced and maintained PIDs, RAID logs, roadmaps, and project boards in Monday.com and Jira for transparent progress tracking.
• Conducted regular team meetings and stakeholder updates, promoting open communication and collaborative problem-solving.
• Delivered marketing automation project that reduced manual campaign mangement by 60 %, enabling over 150 campaigns weekly.
• Oversaw CRM product lifecycle by defining requirements, prioritizing backlogs, coordinating releases, and managing testing.
• Presented project proposals and reports to senior management, articulating value and securing approvals.

• Delivered two flagship products, a booking application and website, meeting budget and delivery targets for startup.
• Acted as Scrum Master, facilitating sprint planning, stand-ups, retrospectives, and reviews.
• Managed workflows in Jira for functional and data teams, integrating Monday.com CRM to enhance project visibility.
• Produced PIDs, RAID logs, roadmaps, and monthly board packs for senior stakeholders to align projects with objectives.
• Formalized client onboarding processes to enhance customer experience and ensure consistency.
• Maintained project budgets, ensuring delivery remained within financial parameters.
• Eliminated blockers affecting plans by developing solutions for complex issues.
• Led risk assessment sessions to identify potential issues and formulate mitigation strategies.

• Executed vendor selection and implemented Monday.com CRM, consolidating client and operational data.
• Streamlined processes across sales, accounts, production, and digital teams to enhance efficiency.
• Introduced workflow automation with system-triggered communications and integrated DocuSign for contract management.
• Created an optimisation report with recommendations to maximize CRM functionality and improve customer engagement.
• Spearheaded change management efforts, ensuring smooth transitions and minimal disruption.