Project Manager - CRM Implementation

Job Description :

We are seeking an experienced Project Manager to lead the end-to-end implementation of a CRM solution for a leading bank. The successful candidate will oversee planning, execution, and delivery of the CRM program, ensuring it aligns with business objectives across sales, service, and omni-channel customer engagement. The PM will coordinate multiple stakeholders, manage vendors, and ensure the program delivers measurable business value.

Key Responsibilities :

• Lead the end-to-end CRM program lifecycle - from requirements gathering and solution design to deployment, integration, and stabilization.
• Manage CRM solution implementation (e.g., Salesforce, Microsoft Dynamics, or equivalent) with a focus on banking use cases such as onboarding, KYC, customer 360, workflows, and service automation.
• Ensure seamless integration with core banking, contact center, digital channels, and third-party applications.
• Develop and maintain the project plan, budget, risk register, and governance framework.
• Drive stakeholder alignment between business teams (Sales, Service, Compliance, Operations) and technology vendors.
• Oversee data migration, quality, and governance for accurate customer 360 views.
• Establish change management and training programs to drive user adoption.
• Ensure delivery within agreed timelines, budget, and compliance requirements.
• Provide regular reporting to steering committees and senior & Experience :
• Bachelors or Masters degree in Computer Science, IT, Business, or related field.
• 10+ years of project management experience, with at least 5 years in banking / financial Proven track record of delivering CRM implementations (Salesforce, Dynamics, or similar Strong understanding of banking processes including customer onboarding, KYC, service workflows, and sales cycles.
• Experience with system integration, data migration, and omni-channel customer engagement.
• Project management certifications (PMP, Prince2, Agile / Scrum) preferred.
• Excellent communication, stakeholder management, and vendor management skills.

Key Competencies :

(ref : hirist.tech)