Project Manager- CRM

Experience- 8-10 Years as a project Manager

• 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.

• 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.

• Familiarity with

  Customer Experience (CX)

  strategy and omnichannel CRM design.
• Understanding of

  data-driven CRM strategies

  including personalization, segmentation, and automation.