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 permanent position requires 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 role focuses on managing end-to-end Microsoft Dynamics 365 CRM implementations and driving customer journey transformation.

Role Overview

The CRM Project Manager will be responsible for process optimization, ensuring regulatory compliance, and managing enterprise change. This role involves delivering complex programs by collaborating with business stakeholders, technology teams, vendors, and executive leadership, ensuring alignment with strategic business objectives. A minimum of 5-10 years of experience is required for this position.

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.

Qualifications and Experience

• Bachelor's or Master's degree in Business, Information Technology, Finance, or a related field.
• 5-10 years of experience in project management, specifically within banking transformation and CRM implementations.

Preferred Certifications

• PMP, PRINCE2, Agile, or Scrum certifications.
• Microsoft Dynamics 365 Functional or Solution Certifications.

Work Location

This position is based in Riyadh, Riyadh, Saudi Arabia.