* Job Summary: *
We are seeking a highly experienced and results-driven *Project
Manager* with over 10 years of experience in managing end-to-end technology
and digital transformation initiatives, including *at least 5 years of direct
experience with CRM platforms*. The ideal candidate will lead complex CRM
implementation or enhancement projects, drive cross-functional collaboration,
and ensure on-time, within-budget delivery aligned to business goals.
* Key
Responsibilities: *
* Lead full lifecycle project management * for CRM initiatives — including planning, execution, monitoring,
and closure — across multiple functional teams.
Manage CRM product implementations, customizations, upgrades, and
integrations with enterprise systems (e.g., ERP, marketing automation,
support systems like ServiceNow).
Collaborate with business stakeholders, product owners, and
technical teams to define project scope, success criteria, timelines, and
budgets.
* Drive requirements gathering and documentation * of business processes, functional/technical specs, and user
stories aligned with CRM capabilities.
Identify and mitigate risks, manage project dependencies, and
proactively resolve project issues.
Lead *cross-functional teams* including developers, QA,
business analysts, and third-party vendors.
Ensure adherence to *agile or hybrid delivery methodologies*,
governance standards, and best practices.
Monitor key performance indicators (KPIs), project health metrics,
and prepare *executive-level reports* and dashboards.
Champion CRM product roadmap alignment and advocate for continuous
improvement and scalability.
* Qualifications: *
* Bachelor’s or Master’s degree * in
Computer Science, Information Systems, Business Administration, or related
field.
* 10+ years of total experience * in
project management, with *5+ years of hands-on CRM product experience*
(Salesforce, Microsoft Dynamics CRM etc.).
Proven success in leading *CRM transformation, migration, or
large-scale implementation projects*.
Strong understanding of CRM functionalities like Sales, Service,
Marketing, Customer Data, and Analytics.
Experience with integration technologies (APIs, middleware), data
governance, and change management practices.
* Project Management certifications *
preferred (PMP, PRINCE2, or Agile Certified Practitioner).
Proficient in using tools like *JIRA, Confluence, or ServiceNow*.
Excellent communication, stakeholder management, and leadership
skills.
* Preferred Skills: *
Familiarity with *Customer Experience (CX)* strategy and
omnichannel CRM design.
Understanding of *data-driven CRM strategies* including
personalization, segmentation, and automation.