Role and responsibilities :

- Lead and manage end to end CRM implementation and enhancement projects from planning to delivery, ensuring timelines, budgets, and quality benchmarks are met.

- Collaborate closely with senior business stakeholders to understand requirements, define scope, and translate them into actionable CRM solutions.

- Partner with technology teams, vendors, and consultants to ensure successful delivery and integration of CRM initiatives across functions.

- Manage team of Business analysts and drive delivery in coordination with tech partners.

- Drive CRM adoption and change management, enabling business teams to leverage tools effectively for customer engagement, insights, and decision-making.

- Establish project governance frameworks, monitor progress, manage risks, and report project status to leadership.

- Stay updated on emerging CRM technologies and best practices to recommend innovative solutions that align with organizational goals.

- Ability to thrive in a fast-paced, dynamic environment with a focus on delivery and outcomes.

Experience and Qualification :

Essential :

- MBA/ Postgraduate in Business, Technology, or related fields with 12-15 years of experience in managing CRM projects and implementations.

- ERP implementation experience in services industry.

- Deep understanding of CRM systems (Zoho, Salesforce, Microsoft Dynamics, or equivalent), integrations, and workflows.

- Excellent project management skills with exposure to Agile/Waterfall methodologies.

- Strong problem-solving, communication, and stakeholder management abilities.

Desirable :

- Background: Preferably from a consulting or large-scale enterprise environment.

- Project Management certification (PMP / PRINCE2 / Agile) would be an added advantage