Project Manager- CRM

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.