PROJECT MANAGER - CRM Online (D365)

Position Overview

We are seeking an experienced Senior Project Manager CRM Implementation Rollout to lead the end-to-end delivery of our enterprise Customer Relationship Management (CRM) transformation. In this role, you will bridge the gap between business leadership, functional end-users (Sales, Marketing, Customer Service), and technical delivery teams/vendors.

You will own the complete project lifecycle from scope definition, vendor management, and data migration through to system integration, user adoption, and post-go-live hyper care.

Location: Bangalore

Band: C5

BU: PDES

Key Responsibilities

• Strategy, Scope Governance
  • Lead the overall planning, execution, and closure of the CRM implementation project within approved timeline, scope, and budget constraints.
  • Establish project governance structure, steering committee reporting schedules, and key performance indicators (KPIs).
  • Manage scope tightly, implementing a formal change-control process to handle requests and mitigate scope creep.
• Execution Vendor Management
  • Build and maintain a detailed master project plan, tracking dependencies, critical paths, and resource allocation.
  • Serve as the primary liaison with external implementation partners, system integrators, and software vendors (e.g., Salesforce, HubSpot, Microsoft Dynamics).
  • Oversee data migration activities, ensuring data hygiene, mapping accuracy, and compliance with data privacy regulations (e.g., GDPR, local privacy laws).
  • Coordinate integration efforts between the CRM platform and internal business systems (ERP, Marketing Automation, Billing, Support Portals).
• Change Management Adoption
  • Partner with business unit leads to design and execute a robust Change Management Communication strategy.
  • Oversee the development and execution of role-based training programs to maximize user adoption across departments.
  • Establish feedback loops during pilot phases and User Acceptance Testing (UAT) to refine system workflows prior to rollout.
• Risk Stakeholder Management
  • Maintain a proactive RAID log (Risks, Assumptions, Issues, Dependencies) to identify bottlenecks early and implement mitigation strategies.
  • Deliver clear, concise, and regular status reports to executive sponsors and business stakeholders.
  • Oversee the cutover plan, phased rollout strategy, and post-launch "hypercare" support period.

Qualifications & Skills

Required Experience

• Experience: 6+ years of Project Management experience, with at least 3+ years specifically leading enterprise-scale CRM implementations (Salesforce, Microsoft Dynamics 365, HubSpot, or similar).
• Education: Bachelors degree in Information Technology, Business Administration, Computer Science, or a related field.
• Methodologies: Proven track record in delivering projects using Waterfall, Agile (Scrum/Kanban), or Hybrid methodologies.
• Technical Breadth: Strong understanding of CRM architecture, data migration frameworks, API integrations, and business process modeling.

Core Competencies Soft Skills

• Stakeholder Management: Exceptional capability to align competing priorities across executive leadership, sales, marketing, and IT teams.
• Vendor Oversight: Demonstrated experience managing third-party consultants, contractors, and software vendor SLAs.
• Problem-Solving Negotiation: Strong analytical mindset to resolve cross-departmental friction, resource bottlenecks, and technical roadblocks.
• Communication: Excellent verbal and written presentation skills.

Preferred Certifications

• PMP (Project Management Professional) or PRINCE2 Practitioner.
• Certified ScrumMaster (CSM) or Agile/SAFe Certification.
• Functional/Administrator certifications in a major CRM platform (e.g., Salesforce Certified Administrator, Microsoft Dynamics 365 Core).

What Success Looks Like (First 90 Days)

• Day 30: Map out key internal stakeholders, review business requirements, evaluate third-party vendor contracts, and finalize the project charter.
• Day 60: Baseline the master project schedule, establish the RAID log, and kick off the design/discovery phase alongside technical leads.
• Day 90: Secure steering committee approval for final design architecture, finalize the UAT test strategy, and establish the user change management roadmap.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.