CRM Project Manager📣 Job Ad

About the Role

LanceSoft Middle East is seeking a CRM Project Manager to join their team in Riyadh, Saudi Arabia. This full-time role is for an experienced Banking Transformation Project Manager with a proven track record in leading large-scale digital transformation initiatives within retail, corporate, and commercial banking environments. The position requires expertise in managing end-to-end Microsoft Dynamics 365 CRM implementations, customer journey transformation, process optimization, regulatory compliance, and enterprise change management.

Role Overview

The CRM Project Manager will be responsible for delivering complex programs that involve collaboration with business stakeholders, technology teams, vendors, and executive leadership. A key aspect of this role is ensuring alignment with strategic business objectives while driving initiatives focused on enhancing customer experience, operational efficiency, and the adoption of digital and AI technologies.

Key Responsibilities

• Lead enterprise-wide banking transformation programs focused on enhancing customer experience, operational efficiency, and digital and AI adoption.
• Manage end-to-end implementation of Microsoft Dynamics 365 CRM solutions, including Customer Service, Sales, Marketing, Customer Insights modules, and Contact Center.
• Define project vision, business case, roadmap, governance structure, and delivery strategy.
• Collaborate with retail banking, corporate banking, operations, risk, compliance, and technology teams to gather and prioritize business requirements.
• Oversee CRM solution design, integration architecture, data migration, testing, deployment, and post-production support activities.
• Drive AI and digitization initiatives across customer onboarding, relationship management, complaints handling, and service operations.

Required Qualifications and Experience

• 5-10 years of experience in project management.
• Proven track record of leading large-scale digital transformation initiatives in retail, corporate, and commercial banking.
• Expertise in managing end-to-end Microsoft Dynamics 365 CRM implementations.
• Experience with customer journey transformation and process optimization.
• Knowledge of regulatory compliance within the banking sector.
• Experience in enterprise change management.

Location and Work Type

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia.