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 focuses on leading large-scale digital transformation initiatives within banking environments, with a particular emphasis on Microsoft Dynamics 365 CRM implementations. The ideal candidate will have 5-10 years of experience in managing complex programs that involve various stakeholders and align with strategic business objectives.

Key Responsibilities

• Lead enterprise-wide banking transformation programs to enhance customer experience, operational efficiency, and digital/AI adoption.
• Manage end-to-end implementation of Microsoft Dynamics 365 CRM solutions, including Customer Service, Sales, Marketing, Customer Insights modules, and Contact Centre.
• 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.
• Manage Agile and Waterfall project delivery methodologies, ensuring scope, schedule, budget, and quality objectives are achieved.
• Coordinate with system integrators, Microsoft partners, and third-party vendors to ensure successful solution delivery.
• Establish project governance, risk management, issue resolution, and executive reporting mechanisms.
• Lead change management, user adoption, training, and communication strategies to maximize business value realization.
• Ensure adherence to banking regulations, information security standards, data governance, and compliance requirements.
• Monitor project KPIs, benefits realization, and transformation outcomes.

Required Experience and Expertise

• Proven track record of leading large-scale digital transformation initiatives across retail, corporate, and commercial banking environments.
• Expertise in managing end-to-end Microsoft Dynamics 365 CRM implementations.
• Experience with customer journey transformation, process optimization, regulatory compliance, and enterprise change management.
• Skilled in delivering complex programs involving business stakeholders, technology teams, vendors, and executive leadership.

Qualifications

• 5-10 years of relevant experience in project management, specifically within banking transformation and CRM implementation.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring collaboration with various internal teams, external vendors, and executive leadership.