CRM Project Manager

Title: Project Manager (CRM)

Location: Santacruz East, Mumbai

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 a 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.

Essential Qualifications

• MBA/Postgraduate in Business, Technology, or related fields with 12–15 years of experience in managing CRM projects and implementations.
• ERP implementation experience in the 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 Qualifications

• Background preferably from a consulting or large-scale enterprise environment.
• Project Management certification (PMP / PRINCE2 / Agile) would be an added advantage.