PROJECT MANAGER - CRM Online (D365)

Job Description: Senior Project Manager – CRM Implementation & Rollout

Location: Bangalore
We are looking for an experienced Senior Project Manager – CRM Implementation & Rollout to lead end-to-end delivery of enterprise CRM transformation initiatives. The role will be responsible for managing the complete project lifecycle, including planning, implementation, vendor coordination, data migration, system integrations, user adoption, rollout, and post-go-live support.

The ideal candidate should have strong experience delivering large-scale CRM implementations and managing business stakeholders, technical teams, and external implementation partners.

Key Responsibilities

Project Planning & Governance

• Lead the planning, execution, monitoring, and closure of CRM implementation projects within defined scope, timeline, and budget.
• Establish project governance, reporting mechanisms, steering committee reviews, and project KPIs.
• Define and manage project scope, milestones, dependencies, resources, and change-control processes.
• Develop and maintain detailed project plans and delivery roadmaps.

Implementation & Vendor Management

• Act as the primary point of contact for implementation partners, system integrators, and CRM vendors.
• Manage vendor deliverables, project timelines, quality, risks, and SLAs.
• Coordinate CRM implementation across platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, or similar solutions.
• Drive data migration activities, including data quality, cleansing, mapping, validation, and compliance.
• Coordinate integrations between CRM and enterprise applications such as ERP, marketing automation, billing, support systems, and other internal platforms.

Stakeholder & Change Management

• Work closely with business leaders and functional teams across Sales, Marketing, Customer Service, and IT.
• Develop and execute change management and communication strategies to support successful adoption.
• Coordinate role-based training and user enablement programs.
• Facilitate requirement discussions, workshops, pilot programs, and User Acceptance Testing (UAT).

Risk & Delivery Management

• Maintain and manage the RAID log (Risks, Assumptions, Issues, and Dependencies).
• Proactively identify delivery risks, bottlenecks, and dependencies and implement mitigation plans.
• Provide regular project updates and executive-level status reports to key stakeholders.
• Manage cutover planning, phased rollout, go-live activities, and post-implementation hypercare support.

Required Skills & Experience

• 6+ years of overall Project Management experience.
• At least 3+ years of experience managing enterprise CRM implementation or transformation projects.
• Experience with CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, or similar.
• Strong understanding of CRM architecture, business processes, data migration, API integrations, and system integrations.
• Experience working with Agile, Waterfall, or Hybrid project delivery methodologies.
• Proven experience in managing third-party vendors, implementation partners, consultants, and project SLAs.
• Strong stakeholder management experience across business, technology, and leadership teams.
• Excellent project planning, risk management, problem-solving, negotiation, and communication skills.

Educational Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline.

Preferred Certifications

• PMP or PRINCE2
• CSM, Agile, Scrum, or SAFe Certification
• CRM platform certifications such as Salesforce or Microsoft Dynamics 365

Success Measures

• Successful delivery of the CRM implementation within agreed scope, timeline, and budget.
• Effective management of vendors, stakeholders, risks, and project dependencies.
• Successful data migration and integration with enterprise systems.
• High user adoption through effective change management and training.
• Smooth go-live, rollout, and post-implementation hypercare support.