Program Manager- CX & CRM Delivery

Job description

**Program & Delivery Management** - Lead CRM and CX technology programs from business case approval through implementation and value realization. - Develop project plans, resource plans, timelines, budgets, governance frameworks, and delivery roadmaps. - Manage multiple concurrent initiatives across customer servicing, digital channels, contact centre technology, customer feedback, and automation platforms. - Ensure delivery through Agile, Waterfall, or Hybrid methodologies while managing risks, issues, dependencies, and milestones. - Establish governance and executive reporting mechanisms to ensure timely and budget-compliant execution. **CRM & CX Technology Delivery** - Manage delivery and enhancement initiatives across Salesforce Service Cloud, Sales Cloud, Experience Cloud, Data Cloud, Agentforce, Qualtrics, Genesys, Paxia, Data Platforms, Customer Communication Platforms, and AI & Automation solutions. - Coordinate releases, enhancements, integrations, testing, adoption, and operational readiness activities. - Ensure compliance with enterprise architecture, security, operational, and data privacy standards. **Cross-Functional Coordination** - Act as the primary delivery lead for CX initiatives involving multiple business and technology teams. - Manage interdependencies and ensure alignment between business requirements and technology implementation. - Collaborate with stakeholders, vendors, and delivery teams to drive program success. **Business Value Realization** - Partner with stakeholders to define measurable outcomes and success metrics for initiatives. - Ensure projects contribute to revenue growth, cost reduction, productivity improvement, customer satisfaction, and automation benefits. Track realization of approved business cases and support prioritization based on strategic and financial impact. **AOP Planning & Financial Governance** - Support AOP planning, budgeting exercises, business cases, investment proposals, and project justification documents. - Monitor budgets, forecasts, project expenditures, and resource utilization to ensure alignment with approved objectives. **Risk & Governance Management** - Identify program risks and implementation challenges and develop mitigation and escalation plans. - Ensure compliance with governance, audit, information security, and data privacy requirements. - Maintain project documentation, governance records, and audit readiness. **Team Management & Leadership** - Lead project managers, business analysts, product specialists, and vendor resources. - Manage internal and external delivery partners to ensure quality execution. - Conduct resource planning, capacity management, performance reviews, coaching, and capability development. **Skills Required** - Strong Program & Project Management, Salesforce CRM, Customer Experience Platforms, Digital Transformation, Stakeholder Management, Executive Communication, Governance, Strategic Thinking, Customer Centricity, Leadership, Team Development, Cross-Functional Collaboration, API & Integration Concepts, Data & Analytics Platforms, AI & Automation Solutions, and Salesforce ecosystem knowledge (Service Cloud, Sales Cloud, Experience Cloud, Data Cloud). PMP, PRINCE2, Agile or Scrum certifications preferred. **Education & Experience** - Bachelor's degree in Engineering - MBA/PGDM preferred. 10-15+ years of experience in Program Management, Technology Delivery, CRM, Customer Experience, or Digital Transformation - Exposure to Airlines, Travel, Hospitality, Retail, Consulting, AI, Automation, Contact Centre Technologies, and Customer Experience platforms is desirable.