CRM Program Manager

JOB DESCRIPTION:

Required Qualifications

· Bachelor's degree in information technology, Business, Engineering, or a related discipline.

· 10+ years of experience in technology delivery or transformation, including at least 5 years leading enterprise CRM programs.

· Proven experience delivering large-scale CRM implementations using platforms such as Salesforce, Microsoft Dynamics 365, or equivalent enterprise solutions.

· Strong understanding of CRM capabilities across sales, marketing, customer service, customer data, analytics, workflows, and omnichannel engagement.

· Demonstrated ownership of program governance, budget, resource planning, vendor management, risk management, and executive reporting.

· Experience leading cross-functional, distributed, and multi-vendor delivery teams using Agile, hybrid, and Waterfall methodologies.

· Working knowledge of CRM architecture, APIs, integrations, cloud platforms, data migration, master data, security, privacy, and release management.

· Excellent stakeholder management, negotiation, facilitation, conflict resolution, and executive communication skills.

Preferred Qualifications

· Experience managing multi-country or global CRM transformation programs.

· CRM platform certification in Salesforce or Microsoft Dynamics 365.

· Program or project management certification such as PgMP, PMP, PRINCE2, or SAFe.

· Experience in a regulated industry and familiarity with applicable data privacy and compliance controls.

· Experience with customer data platforms, marketing automation, business intelligence, and AI-enabled CRM use cases.

Core Competencies

· Strategic program leadership

· Customer-centric and outcome-oriented thinking

· CRM platform and ecosystem knowledge

· Governance and financial management

· Stakeholder influence and executive presence

· Risk, dependency, and escalation management

· Data-driven decision-making

· Change leadership and user adoption

· Commercial and vendor management

· Clear written and verbal communication