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Gurugram-based senior CRM program role with broad platform requirements attracts many qualified candidates.
Medium - CRM program skills transferable, but airline/contact-centre platform experience preferred.
Explicit 10-15 years plus CRM/Salesforce delivery experience and governance expectations increases filter strictness.
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Lead and manage CRM and Customer Experience technology programs from business case approval through implementation and value realization.
Oversee multiple initiatives across platforms including Salesforce Clouds, Genesys, Qualtrics, and AI automation, ensuring delivery via Agile, Waterfall, or Hybrid methodologies with governance and budget compliance.
Drive cross-functional coordination among business, technology teams, and vendors to align requirements and ensure successful program delivery with measurable business outcomes.
Bachelor's degree in Engineering; MBA/PGDM preferred.
10-15+ years of experience in Program Management, Technology Delivery, CRM, Customer Experience, or Digital Transformation.
Strong knowledge of Salesforce ecosystem (Service Cloud, Sales Cloud, Experience Cloud, Data Cloud) and customer experience platforms.
Familiarity with governance, audit, information security, data privacy, and financial governance; PMP, PRINCE2, Agile or Scrum certifications preferred.
Experienced program manager with deep expertise in delivering large-scale CRM and CX technology transformations in enterprise environments.
Demonstrates ability to manage complex, multi-vendor delivery and cross-functional stakeholder engagement with strategic and financial impact focus.
Possesses strong leadership capabilities to manage diverse teams and governance frameworks ensuring timely, budget-compliant execution and business value realization.