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Job Description:
The CRM Project Manager is responsible for leading the successful planning, coordination, and execution of CRM initiatives that support the organization's sales, marketing, and customer engagement strategies. This role serves as the operational leader for the CRM project portfolio, ensuring initiatives are delivered on time, within scope, budget and aligned with business priorities.
Working across Business Operations, IT, Sales, Marketing, and Executive Leadership, the CRM Project Manager coordinates the end-to-end delivery lifecycle—from idea intake and planning through deployment and business readiness. The role acts as the central point of coordination between business stakeholders and technical teams, driving transparency, accountability, and proactive risk management.
The ideal candidate combines strong project management expertise with a solid understanding of CRM platforms (preferably Salesforce), Agile delivery methodologies, and business process transformation.
Key Responsibilities
Project & Portfolio Management
- Lead the planning and execution of CRM initiatives, enhancements, and strategic projects from initiation through deployment.
- Develop and maintain detailed project plans, timelines, milestones, and resource forecasts.
- Coordinate multiple concurrent projects and balance competing priorities across the CRM portfolio.
- Ensure alignment between project objectives, business strategy, and available resources.
Cross-Functional Coordination
- Serve as the primary liaison between business stakeholders and IT delivery teams throughout the project lifecycle.
- Facilitate regular project meetings, status reviews, and working sessions.
- Coordinate activities across CRM Business Analysts, Change Management, End User Support, developers, and external partners.
- Ensure all project teams remain aligned on scope, dependencies, deliverables, and timelines.
Delivery Governance & Execution
- Manage project scope, schedules, budgets, risks, assumptions, and dependencies.
- Establish and maintain project governance artifacts, including project charters, RAID logs, status reports, and executive dashboards.
- Monitor project health and proactively identify and mitigate risks or roadblocks.
- Drive issue resolution and escalate critical concerns to leadership when appropriate.
Release Planning & Business Readiness
- Coordinate CRM release schedules in partnership with Product Management and IT.
- Ensure all business readiness activities are completed prior to deployment, including requirements validation, user acceptance testing (UAT), communications, and support planning.
- Partner with the Change Management & Adoption team to ensure successful rollout and user adoption of new capabilities.
- Support post-implementation reviews and lessons learned sessions.
Stakeholder & Executive Communication
- Provide regular project status updates to business sponsors, senior leadership, and executive stakeholders.
- Prepare executive presentations, project scorecards, and portfolio summaries.
- Manage stakeholder expectations through clear, proactive communication regarding scope, timelines, risks, and dependencies.
- Build strong relationships across all levels of the CRM community, including IT, business leaders, and end users.
Agile Delivery & Continuous Improvement
- Support Agile and hybrid project delivery methodologies by facilitating sprint planning, backlog grooming, and release planning activities where appropriate.
- Promote project management best practices, governance standards, and continuous process improvement.
- Identify opportunities to streamline delivery processes and improve collaboration across business and technology teams.
- Contribute to the evolution of the CRM operating model by recommending improvements based on project outcomes and stakeholder feedback.
Qualifications
Required
- Bachelor's degree in Business, Information Systems, Project Management, or a related field.
- 7+ years of experience leading enterprise technology or CRM projects.
- Experience managing cross-functional projects involving both business and IT organizations.
- Working knowledge of Salesforce or a comparable enterprise CRM platform.
- Strong understanding of project management methodologies, including Agile, Scrum, Waterfall, or hybrid approaches.
- Excellent communication, facilitation, and stakeholder management skills.
- Proven ability to manage multiple initiatives and competing priorities in a fast-paced environment.
Preferred
- Project Management Professional (PMP), Certified Scrum Master (CSM), or equivalent certification.
- Experience supporting large, global sales or revenue operations organizations.
- Experience with CRM transformation, process redesign, or digital transformation initiatives.
- Familiarity with change management and organizational readiness practices.
Success Measures
Project Delivery
- Percentage of projects delivered on time and within scope.
- Achievement of key project milestones and business objectives.
- Effective management of project risks and issue resolution.
Stakeholder Satisfaction
- Business partner satisfaction scores.
- Executive confidence and transparency in project reporting.
- Positive feedback from IT and business stakeholders.
Operational Excellence
- Improved predictability and consistency of CRM project delivery.
- Effective management of project portfolio priorities and dependencies.
- Successful coordination of release readiness and deployment activities.
Business Impact
- Timely delivery of CRM capabilities that improve user productivity and business outcomes.
- Increased collaboration between business and IT teams.
- Continuous improvement of CRM delivery processes and operating model.
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Other Criteria:
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Basic Qualifications:
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.