Key Tasks and Duties
 Program Planning & Execution:
 Develop a comprehensive CRM program plan in collaboration with internal and external
stakeholders.
 Maintain an end-to-end view of the program timeline, milestones, and deliverables.
 Lead and monitor daily activities under the PMO structure, ensuring alignment with
strategic goals.
 Governance & Risk Management:
 Provide end-to-end program governance and oversee multiple CRM projects.
 Track delivery schedules and report any delays or variances to executive leadership.
 Identify and mitigate program risks, dependencies, and cross-project impacts.
 Stakeholder Engagement & Communication:
 Maintain effective communication with executives, department heads, project managers,
and team members.
 Drive Steering Committee (PSC) meetings and ensure stakeholder alignment.

 CRM Strategy Alignment:
 Ensure CRM implementation supports the organization’s strategic direction.
 Develop and manage change control processes to prevent scope creep.
 Change Management:
 Establish change management frameworks for platforms, processes, and people.
 Lead and enforce the change management strategy with clearly defined controls.
 Quality & Performance Reporting:
 Report key program metrics, risks, and variances regularly to the leadership team.
 Ensure timely corrective actions where deviations from the plan occur.

Qualification
 Bachelor’s degree in Engineering, Information Technology, Business Administration, or a
related field.
 Master’s degree or PMP / PgMP certification is preferred.