CRM Project Manager📣 Job Ad

About the Role

RiDiK, a subsidiary of CLPS (Nasdaq: CLPS), is seeking an experienced CRM Project Manager to join its team in Riyadh, Saudi Arabia. This full-time role focuses on leading large-scale digital transformation initiatives within banking environments, specifically managing end-to-end Microsoft Dynamics 365 CRM implementations. The ideal candidate will have a proven track record in customer journey transformation, process optimization, regulatory compliance, and enterprise change management.

Role Overview

The CRM Project Manager will be responsible for driving enterprise-wide banking transformation programs. This includes enhancing customer experience, improving operational efficiency, and fostering digital and AI adoption. The role requires collaboration with various banking departments, technology teams, vendors, and executive leadership to ensure alignment with strategic business objectives and successful program delivery.

Key Responsibilities

• Lead enterprise-wide banking transformation programs focused on 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 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.
• 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 met.
• Coordinate with system integrators, Microsoft partners, and third-party vendors for 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.

Qualifications and Experience

• Bachelor's or Master's degree in Business, Information Technology, Finance, or a related field.
• PMP, PRINCE2, Agile, or Scrum certifications are preferred.
• Microsoft Dynamics 365 Functional or Solution Certifications are preferred.
• 8+ years of project/program management experience.
• 5+ years of banking transformation and CRM implementation experience.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring an individual capable of managing complex programs involving diverse stakeholders and technology teams within a dynamic banking environment.