Program Manager – CRM Implementation

Job Purpose
The CRM Program Manager is responsible for end-to-end governance, planning, and execution
of the CRM implementation across the financial services enterprise. This role ensures that the
CRM program aligns with business objectives, adheres to timelines, manages stakeholder
expectations, and delivers intended value through strategic execution, risk management, and
structured change management.

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.