Senior CRM Project Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Lead the implementation of strategic CRM initiatives across Sales, Service, Customer Experience, Commercial Excellence, and Digital Transformation sectors.

• Oversee initiative delivery from initial intake and planning through to deployment, stabilization, and realization of value.

• Define the scope, objectives, milestones, deliverables, success criteria, and execution plans for initiatives.

• Ensure that initiatives are consistently aligned with portfolio priorities, business goals, and roadmap commitments.

• Foster accountability among business and IT stakeholders to achieve agreed outcomes.

• Serve as the primary coordination point among business stakeholders, CRM Portfolio teams, CRM IT delivery teams, vendors, and supporting functions.

• Facilitate alignment between business requirements, technical solutions, delivery capacity, timelines, and dependencies.

• Ensure business priorities and expected outcomes are clearly understood throughout the delivery lifecycle.

• Eliminate execution obstacles and proactively drive issue resolution.

• Collaborate with Business Initiative Leads and CRM IT teams to convert business needs into actionable epics, features, and user stories.

• Assist in backlog prioritization and refinement activities.

• Coordinate sprint planning, dependency alignment, and release planning across various teams.

• Monitor execution progress and ensure that delivery commitments are met.

• Advocate for delivery excellence and agile best practices.

• Identify, manage, and resolve cross-functional dependencies across business units, regions, systems, and technology teams.

• Maintain transparency regarding initiative timelines, risks, assumptions, constraints, and mitigation strategies.

• Escalate critical issues and facilitate decision-making when necessary.

• Provide clear and structured status updates to leadership and stakeholders.

• Utilize CRM dashboards, KPI frameworks, funnel analytics, adoption metrics, data quality insights, and executive reporting to assist with initiative planning and prioritization.

• Collaborate with CRM Analytics & Insights teams to establish success metrics and assess business outcomes.

• Monitor initiative performance against anticipated business value.

• Ensure that delivery decisions are backed by data and measurable impact.

• Work with the CRM AI Enablement Manager to identify opportunities for integrating AI capabilities into CRM processes and initiatives.

• Support the delivery and adoption of AI-enhanced CRM solutions, including copilots, intelligent workflows, automation, recommendations, and agent-based capabilities.

• Incorporate AI-related dependencies, risks, readiness activities, and business impacts into initiative plans.

• Assist in driving the successful implementation of AI-powered business transformation initiatives.

• Oversee User Acceptance Testing (UAT) planning and execution.

• Ensure that business readiness activities are finalized prior to deployment.

• Collaborate with Change & Adoption teams to facilitate communications, training, release readiness, and stakeholder engagement.

• Ensure a smooth transition from delivery to business adoption.

• Contribute to the advancement of CRM delivery methodologies, governance practices, and portfolio management standards.

• Identify opportunities to enhance execution efficiency, stakeholder engagement, and value delivery.

• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

⛳️ Requirements

• Bachelor’s degree in Business, Engineering, Information Systems, Analytics, Computer Science, or a related discipline.

• 5+ years of experience leading complex CRM, digital transformation, business transformation, technology delivery, consulting, or commercial excellence initiatives.

• Demonstrated experience in delivering cross-functional initiatives that involve multiple stakeholders, business functions, and technology teams.

• Familiarity with Agile delivery environments, including backlog management, sprint planning, and iterative delivery models.

• Strong understanding of CRM-enabled business processes, ideally within Sales, Service, Customer Experience, or Commercial Excellence functions.

• Experience collaborating closely with IT delivery organizations and technology implementation teams.

• Proficient in utilizing CRM data, business analytics, KPI frameworks, and reporting to aid decision-making and value realization.

• Exposure to AI-enabled business processes, workflow automation, CRM copilots, or digital transformation initiatives involving artificial intelligence is highly advantageous.

• Exceptional stakeholder management skills with the ability to influence and align without direct authority.

• Strong organizational, planning, prioritization, and execution capabilities.

• Excellent verbal and written communication skills, including the ability to deliver executive-level presentations and status reports.

🏝️ Benefits

• Private health insurance

• Life insurance coverage

• Pension plan

• Flexible working arrangements

• Employee stock programs and recognition initiatives

• Access to wellbeing and employee assistance programs