Job Title: Program Manager - CRM

Reports To Tittle: PMO

Business Function/Sub Function: Operations

Location: Noida, India

Position Overview:

Reporting to the GM PMO, the PM - CRM will play a critical role in leading and reporting on the projects related to Customer Relationship Management System (Zoho CRM). Responsibilities include creation of project plans, execution, monitoring resources – cost and timelines, raising risks, maintaining documentation and reporting, and supporting the team involved in the stabilisation of CRM tool thus bringing efficiency in the process to the CRM function.

The primary responsibilities will include leading projects related to CRM.

Key Responsibilities:

• Project Management: Proven track of 10-12 yrs effectively planning, executing, and delivering successful implementation projects of varying sizes and duration especially in the area of CRM and education domain.
• Project Governance: Experience in providing process expertise, administrative support, setting and maintaining standards for project management – defining process, creating templates, maintaining project documents, and defining best practices.
• Risk management: Assessing potential risks and threats, for developing mitigation strategies before they become issues and minimize project disruptions and enabling decision-making.
• Team management: Leading and motivating project teams, maintaining effective communication between project team and stakeholders to provide up to date project updates, address concerns and foster a collaborative and high-performance work environment.
• Stakeholder management and User adoption: Communicating and coordinating with stakeholders, including project team, sponsors, functional experts, clients and vendors, to define project objectives and deliverables. Experience in stakeholder engagement and user adoption.
• Documentation and MIS: Maintaining thorough documentation of project activities and decisions and prepare and present regular project updates and reports to stakeholders - Creating, managing and updating Knowledge Management System (KMS)
• Integration Management: Managing CRM integrations with third-party applications.
• Budget Oversight: Familiarity with budgeting and cost control

Qualifications:

• Graduate with PM experience + training in project management methodologies.
• Experience using CRM applications (ideally Zoho CRM) and BI tools (e.g., Zoho Analytics, Tableau, Power BI etc.).
• Industry certifications such as PMP (Project Management Professional) or other project management certifications such as Prince2, Scrum Master etc. preferred.
• Familiarity with project management software (e.g., MS Project, Primavera), ERP systems, and supply chain management tools.

Skills:

• Planning, organisational and management skills to prioritise and manage workload to meet tight deadlines, with minimum supervision.
• Demonstrated ability to influence key stakeholders to gain agreement and support.
• Analytical and problem-solving abilities
• Verbal and non-verbal communication skills
• MIS and presentation skills
• Understanding cultural diversity and collaborating well with global teams and vendors.
• Strong leadership and management skills
• Ability to manage multiple projects together effectively.
• Flexibility to travel, if required.

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