Programme Manager Interview PackA 90-Day Delivery Plan for My Rewards, CRM Transformation, GDPR-Compliant Data Strategy and Commercial Growth
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Stakeholder & Governance Model

Decision rights and forums

Governance is engineered for clarity, speed and accountability. Decision rights, escalation routes and forum cadence are defined from day one and reviewed at every Programme Board.

Governance layers

Forums, cadence and purpose

ForumChairCadencePurpose
1Executive Steering GroupCEOMonthlyStrategic direction, benefits sign-off, escalations from Programme Board
2Programme BoardExecutive SponsorFortnightlyProgramme-level decisions, budget control, RAID, change requests
3Workstream Leads forumProgramme ManagerWeeklyCross-workstream dependencies, delivery alignment, blockers
4Supplier Delivery ForumProgramme ManagerWeeklySupplier performance, integration, contractual delivery
5Data Governance ForumDPOMonthlyGDPR, consent, DPIA, retention, data quality, supplier DPAs
6Launch Readiness BoardProgramme ManagerFrom day 60My Rewards launch criteria, go/no-go decisions
7Benefits Realisation ReviewCommercial DirectorQuarterlyRevenue uplift, churn reduction, value tracking

Stakeholder map

Influence vs interest matrix

Engagement intensity matched to each stakeholder's role in the £2.5m transformation.

Manage closely

High influence · High interest
CEOExecutive SponsorCommercial DirectorCIO / Technology LeadDPO

Keep satisfied

High influence · Lower interest
CFOBoard MembersExternal Auditors

Keep informed

Lower influence · High interest
Marketing DirectorMembership LeadDigital DirectorCustomer Service LeadData / Analytics team

Monitor

Lower influence · Lower interest
CRM SupplierRewards Platform SupplierDigital Marketing SupplierWider Operations

Decision rights

RACI for the seven biggest decisions

DecisionResponsibleAccountableConsultedInformed
Programme scope and budgetProgramme ManagerExecutive SponsorCFO, Workstream LeadsSteering Group
My Rewards launch go/no-goProgramme ManagerCEOCommercial, Marketing, DPO, CIOAll staff
GDPR / DPIA approvalDPOExecutive SponsorLegal, Programme ManagerSteering Group
CRM / data architectureCIO / Tech LeadExecutive SponsorProgramme Manager, SuppliersMarketing, Membership
Campaign and segmentation strategyMarketing DirectorCommercial DirectorMembership, Data teamProgramme Board
Supplier change requestsProgramme ManagerExecutive SponsorProcurement, CIOSteering Group
Benefits realisation reportingCommercial DirectorCEOFinance, Programme ManagerBoard

Escalation routes

From workstream to CEO in five steps

L1

Workstream Lead

Operational delivery issue
Within 24 hours

L2

Programme Manager

Cross-workstream blocker, supplier risk, scope query
Within 48 hours

L3

Programme Board

Material risk, change request, budget variance >5%
Next fortnightly

L4

Executive Steering Group

Strategic risk, GDPR breach, launch risk, budget variance >10%
Next monthly or emergency

L5

CEO direct

Reputational, regulatory, or commercial impact above board tolerance
Immediate

Programme artefacts

What we maintain

  • Programme plan
  • RAID log
  • Decision log
  • Budget tracker
  • Benefits tracker
  • Change control register
  • Milestone plan
  • Launch readiness checklist
  • Executive dashboard
  • Supplier scorecards
  • Stakeholder communications plan
  • Lessons learned log

Operating principles

How governance behaves

  • Decisions logged, dated and owned. No decisions in inboxes.
  • Single executive dashboard, single source of truth.
  • Escalations have SLAs. Silence is not an option.
  • DPO is a standing member of the Programme Board.
  • Suppliers are governed against scorecards, not goodwill.
  • Benefits owners are named, funded and reviewed quarterly.