CRM Program Manager

Job Description

Program Overview and Scope:

• The CRM Program Manager Consultant is a strategic and execution leader responsible for managing the logical grouping of projects that collectively form the company's CRM program.
• This role is crucial for defining, implementing, and optimizing our Customer Relationship Management (CRM) strategy and system across the organization to enhance customer engagement, loyalty, retention, and lifetime value.
• The consultant will serve as the overall Program Manager, driving multi-channel digital communications and customer journey mapping initiatives while ensuring all projects are completed on time, within scope, and within budget, aligned with the the client s overall strategic objectives

Core Responsibilities- CRM Strategy and Program Leadership

• Strategic Road-mapping: Define and document the CRM Program's goals, success metrics, scope, and requirements. Develop and manage the comprehensive CRM program roadmap/timeline, overseeing the entire project lifecycle for all CRM initiatives (implementation, optimization, and integration).
• Customer Journey Ownership: Drive the design, implementation, and refinement of the end-to-end customer lifecycle strategy (acquisition, engagement, retention) to ensure personalized, seamless experiences across all digital touchpoints.
• Methodology Oversight: Lead the end-to-end program management process using both predictive (waterfall) and iterative (Agile/Scrum) methodologies.
• Program Governance: Establish and enforce program governance structures, including securing work estimates from internal teams and vendors, conducting cost-benefit/ROI analysis, and managing scope and change control for all system enhancements and strategic shifts.
• Interdependency and Value Management: Proactively identify, track, and manage complex cross-program and cross-project dependencies. Establish a formal process to track, measure, and report on the realization of defined program benefits and strategic value. II. Stakeholder, Vendor, and Resource Management
• Primary Liaison: Establish and maintain strong relationships with key stakeholders, including executive leadership, PMO, IT, Marketing, Sales, and external partners. Act as the primary point of contact for program-related updates and inquiries.
• Vendor and Contract Management: Oversee vendor partnerships, manage contract administration, and define, recommend, and secure contractual agreements, scope, and Statements of Work (SOWs) for CRM technical services.
• Team Coordination: Coordinate and guide cross-functional project teams (including globally distributed and offshore resources), providing clear direction and removing obstacles to ensure project milestones are met. III. System, Data, and Continuous Improvement (Accountability Focus)
• System Architecture and Optimization: Accountable for ensuring the responsible technical leads deliver strategic guidance on the CRM platform architecture (e.g., Salesforce, Microsoft Dynamics), configuration standards, and seamless integration with other business-critical systems (e.g., ERP, marketing automation)
• Data Governance and Insights: Accountable for ensuring the responsible data and marketing leads govern data quality, integrity, and compliance; define data segmentation strategies; and translate campaign performance metrics (e.g., CLV, churn rate, ROI) into actionable business insight
• Risk Mitigation and Reporting: Identify, document, and monitor potential risks and issues that could impact program delivery. Provide regular, transparent status reports and dashboards to senior management and stakeholders on the critical path, program health, and risk status.
• Change Management and User Adoption: Lead organizational change management efforts related to CRM deployment to maximize user adoption, process adherence, and ROI across sales, marketing, and service teams.

Required Qualifications and Experience

• Program Management: 8+ years managing complex engineering, technical, and digital programs and projects simultaneously, with a consistent use of a formal project management methodology.
• CRM Expertise: 5+ years of direct experience managing a CRM program or complex, large-scale CRM implementation/optimization projects.
• Platform Experience: Direct working experience with a major enterprise CRM platform (e.g., Salesforce, Microsoft Dynamics 365, or Adobe Experience Cloud).
• Agile Proficiency: 3+ years of experience working with Agile/Scrum teams and supporting development in a DevOps/Platform environment.
• Technical Skillset: Proven proficiency in project management t

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