Project Manager - CRM Platform

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 :

- 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 :

- 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.