ABOUT US

Familiehulp is a leading Flemish care provider offering support at every stage of life, with the aim of improving quality of life at home. They are active in family care, maternity care, domestic help (with service vouchers), and elderly care.

ROLE

As Program Manager for the CRM program at Familiehulp, you are responsible for the strategic direction, realization, and coherence of multiple interconnected subprojects within a large-scale CRM change project. You will step into an already ongoing program and quickly assess the current status based on existing documentation and conversations with stakeholders. This requires immediate situational insight and a sharp view of the current state of affairs.

You safeguard the translation of the intended end goal into concrete actions (scope), manage budgets and timing, and steer the interaction between various actors and stakeholders. You translate complex objectives into a coherent program with a clear, realistic schedule. In doing so, you assess each business request against the strategic framework and the business architecture of the program. You dare to escalate and advise the management when short-term decisions undermine long-term objectives.

You participate actively in the steering committee: you prepare the agenda, take notes of the agreements made, and take initiative to work purposefully with the project leaders based on those agreements. You proactively initiate structured alignment with management and establish clear escalation paths, even when management is only partially available.

Program Management and Progress

• You coordinate the operations of internal and external actors and monitor results from a helicopter view.
• You signal attention points in a timely manner regarding the progress of the working groups in terms of content, timing, and budget.
• You act as a central hub between the project group team members, the external parties, and the steering committee.
• You direct and streamline the various subprojects and project leaders to achieve the common end goal.
• You identify risks and make adjustments regarding scope, time, and budget.

Governance and Decision-Making

• You set up a clear governance structure for the program, or you rely on your own organization for this. Without a solid governance structure, the basis for controlled decision-making and transparent reporting is lacking.
• You translate decisions taken into concrete actions for all involved parties, including management, suppliers, and internal teams, and you authoritatively monitor their follow-up.
• You recognize when a change request from the business is strategically unwise or undermines the long-term objectives of the program. You do not simply implement what is requested, but escalate, adjust, and advise management on the broader impact of a choice.

Strategic Framework and Business Architecture

• You contribute to the strategic framework and the business architecture of the program, or you rely on your own organization for this. Without this framework, there is no reference to assess short-term decisions against the intended end situation.
• You monitor and report on the intended added value of the program. Delivering deliverables is a means, not an end. The real measure is whether Familiehulp actually realizes the intended value.

Suppliers and Partners

• You actively manage external IT suppliers and monitor contractual agreements, quality, and timing. Supplier management is one of the most underestimated risk sources in CRM projects.
• You can rely on your own organization with expertise in program management and change projects. This increases the quality and resilience of the program, especially in complex or critical phases.

Change and Adoption

• You actively guide the human side of the transformation and focus on adoption. Implementing technology is achievable. Getting people to embrace new behavior is what we are looking for.
• You communicate proactively and clearly about the progress, the choices, and the impact of the program to all involved parties.

Profile and Skills

• Strategic insight: You have a long-term vision and the ability to assess short-term questions against the intended end goal of the program.
• Leadership abilities: You excel in connecting, coaching, and motivating project teams and can mobilize people.
• Strong communication: You have demonstrable experience as a discussion partner at management and CEO level, with the ability to advise and challenge. This program requires someone who exudes authority at that level, not just reports.
• Business and IT affinity: CRM is not an IT project. It touches processes, behavior, and culture, and requires someone who connects both worlds. You have demonstrable affinity with business and IT transformation.
• Political and administrative sensitivity: You anticipate interests inside and outside the organization and navigate complex stakeholder environments with tact.
• Decisive: You can make decisions quickly based on available information, taking scope, timing, and budget into account.
• Results-oriented: You focus on realizing the intended added value, not just on delivering deliverables. You manage methodically and from a helicopter view.

Background and Experience

• Proven experience in leading and coordinating complex digital transformation projects of similar size, preferably CRM-related.
• Demonstrable experience as a discussion partner at management and CEO level, with the ability to advise, challenge, and build trust.
• Experience in setting up program governance and steering decision-making processes within complex organizations.
• Practical knowledge of supplier management within IT projects, including contract follow-up and quality assurance.
• Experience with change management and guiding adoption processes.