Enterprise CRM Implementation Lead

1 week ago

Delhi, Delhi, India beBeeImplementation Full time ₹ 1,80,00,000 - ₹ 2,10,00,000

Job Title: Enterprise CRM Implementation Lead

We are seeking an experienced professional to lead the end-to-end implementation of a Customer Relationship Management (CRM) solution. The successful candidate will oversee the planning, execution, and delivery of the CRM program, ensuring it aligns with business objectives across sales, service, and omni-channel customer engagement.

Key Responsibilities:

  • Manage the CRM solution implementation lifecycle from requirements gathering and solution design to deployment, integration, and stabilization.
  • Leverage banking expertise to deliver tailored CRM solutions for onboarding, KYC, customer 360, workflows, and service automation.
  • Foster seamless integration with core banking, contact center, digital channels, and third-party applications.
  • Develop and maintain a comprehensive project plan, risk register, and governance framework.
  • Drive stakeholder alignment between business teams and technology vendors.
  • Oversight of data migration, quality, and governance for accurate customer 360 views.
  • Establish change management and training programs to drive user adoption.
  • Ensure timely delivery within agreed parameters, budget, and compliance requirements.

Requirements:

  • Bachelor's or Master's degree in Computer Science, IT, Business, or related field.
  • 10+ years of experience in project management, with at least 5 years in banking/financial services.
  • Proven track record of delivering CRM implementations.
  • Strong understanding of banking processes including customer onboarding, KYC, service workflows, and sales cycles.
  • Hands-on experience with system integration, data migration, and omni-channel customer engagement.

Competencies:

  • Strategic leadership and ability to manage cross-functional teams.
  • Banking domain knowledge with emphasis on customer engagement and compliance.
  • Problem-solving mindset with focus on value delivery and adoption.
  • Hands-on experience in Agile and hybrid delivery models.

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