Project Manager- CRM & CX

Summary

Join New Era Technology as a Project Manager for CRM & Customer Experience (CX), a remote contract position based in India working with a prestigious UAE client. Lead end-to-end delivery of CRM and CX transformation projects, collaborating with stakeholders to define project scope and objectives. Plan project activities, oversee CRM platform implementation (Salesforce, Microsoft Dynamics 365, or HubSpot), and ensure alignment with business goals. Integrate customer feedback and coordinate across various functions for holistic delivery. Monitor project performance and ensure data compliance. This role requires a Bachelor's degree, 10+ years of relevant experience, strong CRM knowledge, and proficiency in Agile and Waterfall methodologies. The ideal candidate will possess PMP certification and experience in matrix organizations.

Requirements

• Bachelor’s degree in business, Information Technology, or a related field
• 10+ years of experience in project management, specifically focused on CRM & CX initiatives
• Strong knowledge of CRM systems and customer journey mapping
• Familiarity with CX metrics/tools like NPS, CSAT, Voice of Customer (VoC)
• Proven ability to lead cross-functional teams in complex environments
• Proficiency in both Agile and Waterfall methodologies
• Excellent leadership, communication, and stakeholder management skills

Responsibilities

• Lead the end-to-end delivery of CRM and CX transformation projects
• Collaborate with business stakeholders to define project scope, objectives, deliverables, and success metrics
• Plan project activities including timelines, resources, budgeting, and risk management
• Oversee implementation/customization of CRM platforms like Salesforce, Microsoft Dynamics 365, or HubSpot
• Ensure CRM strategies align with business goals and support seamless customer journeys
• Integrate customer feedback into project solutions by partnering with UX/CX teams
• Coordinate across IT, sales, marketing, and support functions for holistic delivery
• Monitor project performance and deliver timely progress reports to stakeholders
• Ensure data compliance, security, and adherence to regional data protection regulations

Preferred Qualifications

• Experience in matrix or multi-country organizations
• Exposure to data analytics/reporting tools
• Understanding of customer data compliance regulations (e.g., GDPR, CCPA)