CRM Project Manager

CRM Project Manager

To realize their strategy for the coming years, our customer is looking for an experienced and enthusiastic CRM project manager. He/she has a deep knowledge of consumer-facing processes such as end-to-end contracting journey, end-to-end customer servicing journey. He/she has strategic technology planning experience and profound knowledge of maintaining a CRM roadmap. He/she has experience in creating a phased delivery approach that constantly reviews the delivery value. He/she must have a clear view of the benefits expected from the CRM initiative and demonstrate ability to champion and support change. He/she is able to work closely with transformation lead and colleagues in the various involved teams and will focus on the acceptation of the project results by every stakeholder.

Main tasks

  • Make certain of the CRM project objectives and feasibility;
  • Create a roadmap for the whole CRM initiative and align with all stakeholders and take into account the project roadmap and its interdependencies;
  • Give guidance w.r.t. CRM implementation best practices and potential pitfalls.
  • Manage and envisage the future of CRM and how this solution will integrate together for seamless customer experience;
  • Create an optimal balance between business user needs, and IT department needs;
  • Asses (high level and in-depth) different CRM solutions taking into account business and non-functional requirements;
  • Negotiate with and manage internal and external IT parties;
  • Meet the businesses objectives on time and on budget;
  • Draw up an all-encompassing project schedule aligned with line managers and other project managers. Track and evaluate progress and forecast remaining effort;
  • Identify and manage project risks and issues and proactively take (or recommend) the necessary measures;
  • Communicate regularly and clearly on the progress of the project to management and business partners;
  • Elaborate communication plan, necessary meeting minutes and track decisions, risks, issues and agreed actions;
  • Set up and maintain project configuration (manuals, documents, etc.);
  • Formulate required improvements by way of “Lessons Learned”;
  • Ensure smooth transition from project mode to operational mode

Requirements

  • Large and proven experience in leading and monitoring multiple projects (at least 5 years) with successful track record of 2 or more CRM projects in different contexts.
  • Higher degree or equivalent trough relevant experience (at least 5 years).
  • Profound knowledge of the following is a plus:

CRM best practices and solutions;
Solid project management skills (preference Prince2)
Agile/scrum development in practice
Experience with tools: MS Project Online, Jira, Confluence, …
Release train development

  • English and good understanding of French and/or Dutch.
  • Experience in finance/insurance industry is a strong advantage.

Soft skills

  • Leader in change and diplomatic in tackling conflicts;
  • Being able to sell the project and motivate project team members;
  • Team-builder in matrix organization;
  • Clear messenger taking into account the target audience.
  • Enabler – making the challenging possible via a result oriented, pro-active management;
  • Negotiator with a win-win focus;
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General information

Work regime
Full time
Location
1000, Brussel
België