Project Manager

Project Manager

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.
•