JD Below

: Project Manager ? CRM Implementation & Rollout

Location: Bangalore

Band: C5

BU: PDES

Position Overview

We are seeking an experienced Senior Project Manager ? CRM Implementation & Rollout to lead the end-to-end delivery of our enterprise Customer Relationship Management (CRM) transformation. In this role, you will bridge the gap between business leadership, functional end-users (Sales, Marketing, Customer Service), and technical delivery teams/vendors.

You will own the complete project lifecycle?from scope definition, vendor management, and data migration through to system integration, user adoption, and post-go-live hyper care.

Key Responsibilities

- Strategy, Scope & Governance
- Lead the overall planning, execution, and closure of the CRM implementation project within approved timeline, scope, and budget constraints.
- Establish project governance structure, steering committee reporting schedules, and key performance indicators (KPIs).
- Manage scope tightly, implementing a formal change-control process to handle requests and mitigate scope creep.
- Execution & Vendor Management
- Build and maintain a detailed master project plan, tracking dependencies, critical paths, and resource allocation.
- Serve as the primary liaison with external implementation partners, system integrators, and software vendors (e.g., Salesforce, HubSpot, Microsoft Dynamics).
- Oversee data migration activities, ensuring data hygiene, mapping accuracy, and compliance with data privacy regulations (e.g., GDPR, local privacy laws).
- Coordinate integration efforts between the CRM platform and internal business systems (ERP,



Marketing Automation, Billing, Support Portals).
- Change Management & Adoption
- Partner with business unit leads to design and execute a robust Change Management & Communication strategy.
- Oversee the development and execution of role-based training programs to maximize user adoption across departments.
- Establish feedback loops during pilot phases and User Acceptance Testing (UAT) to refine system workflows prior to rollout.
- Risk & Stakeholder Management
- Maintain a proactive RAID log (Risks, Assumptions, Issues, Dependencies) to identify bottlenecks early and implement mitigation strategies.
- Deliver clear, concise, and regular status reports to executive sponsors and business stakeholders.
- Oversee the cutover plan, phased rollout strategy, and post-launch "hypercare" support period.

Qualifications & Skills Required Experience

- Experience: 6+ years of Project Management experience, with at least 3+ years specifically leading enterprise-scale CRM implementations (Salesforce, Microsoft Dynamics 365, HubSpot, or similar).
- Education: Bachelor?s degree in Information Technology, Business Administration, Computer Science, or a related field.
- Methodologies:



Proven track record in delivering projects using Waterfall, Agile (Scrum/Kanban), or Hybrid methodologies.
- Technical Breadth: Strong understanding of CRM architecture, data migration frameworks, API integrations, and business process modeling.

Core Competencies & Soft Skills
- Stakeholder Management: Exceptional capability to align competing priorities across executive leadership, sales, marketing, and IT teams.
- Vendor Oversight: Demonstrated experience managing third-party consultants, contractors, and software vendor SLAs.
- Problem-Solving & Negotiation: Strong analytical mindset to resolve cross-departmental friction, resource bottlenecks, and technical roadblocks.
- Communication: Excellent verbal and written presentation skills.

Preferred Certifications

- PMP? (Project Management Skilled) or PRINCE2? Practitioner.
- Certified ScrumMaster (CSM) or Agile/Secure Certification.
- Functional/Administrator certifications in a major CRM platform (e.g., Salesforce Certified Administrator, Microsoft Dynamics 365 Core).

What Success Looks Like (First 90 Days)
- Day 30: Map out key internal stakeholders, review business requirements, evaluate third-party vendor contracts, and finalize the project charter.
- Day 60: Baseline the master project schedule, establish the RAID log, and kick off the design/discovery phase alongside technical leads.
- Day 90: Secure steering committee approval for final design architecture, finalize the UAT test strategy, and establish the user change management roadmap.

CRM Online (D365)

📌 PROJECT MANAGER - CRM Online (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru