CRM Project Manager

UPS is a Fortune Global 500 organization that provides logistics and delivery services. The CRM Project Manager leads the planning, coordination, governance, and execution of CRM initiatives across sales, marketing, customer engagement, business operations, and IT. This role manages cross-functional delivery, release readiness, stakeholder communication, risk mitigation, and continuous improvement across the CRM project portfolio.

Responsibilities:

• Lead the planning and execution of CRM initiatives, enhancements, and strategic projects from initiation through deployment
• Develop and maintain detailed project plans, timelines, milestones, and resource forecasts
• Coordinate multiple concurrent projects and balance competing priorities across the CRM portfolio
• Ensure alignment between project objectives, business strategy, and available resources
• Serve as the primary liaison between business stakeholders and IT delivery teams throughout the project lifecycle
• Facilitate regular project meetings, status reviews, and working sessions
• Coordinate activities across CRM Business Analysts, Change Management, End User Support, developers, and external partners
• Ensure all project teams remain aligned on scope, dependencies, deliverables, and timelines
• Manage project scope, schedules, budgets, risks, assumptions, and dependencies
• Establish and maintain project governance artifacts, including project charters, RAID logs, status reports, and executive dashboards
• Monitor project health and proactively identify and mitigate risks or roadblocks
• Drive issue resolution and escalate critical concerns to leadership when appropriate
• Coordinate CRM release schedules in partnership with Product Management and IT
• Ensure all business readiness activities are completed prior to deployment, including requirements validation, user acceptance testing (UAT), communications, and support planning
• Partner with the Change Management & Adoption team to ensure successful rollout and user adoption of new capabilities
• Support post-implementation reviews and lessons learned sessions
• Provide regular project status updates to business sponsors, senior leadership, and executive stakeholders
• Prepare executive presentations, project scorecards, and portfolio summaries
• Manage stakeholder expectations through clear, proactive communication regarding scope, timelines, risks, and dependencies
• Build strong relationships across all levels of the CRM community, including IT, business leaders, and end users
• Support Agile and hybrid project delivery methodologies by facilitating sprint planning, backlog grooming, and release planning activities where appropriate
• Promote project management best practices, governance standards, and continuous process improvement
• Identify opportunities to streamline delivery processes and improve collaboration across business and technology teams
• Contribute to the evolution of the CRM operating model by recommending improvements based on project outcomes and stakeholder feedback

Requirements:

• Bachelor's degree in Business, Information Systems, Project Management, or a related field
• 7+ years of experience leading enterprise technology or CRM projects
• Experience managing cross-functional projects involving both business and IT organizations
• Working knowledge of Salesforce or a comparable enterprise CRM platform
• Strong understanding of project management methodologies, including Agile, Scrum, Waterfall, or hybrid approaches
• Excellent communication, facilitation, and stakeholder management skills
• Proven ability to manage multiple initiatives and competing priorities in a fast-paced environment
• Project Management Professional (PMP), Certified Scrum Master (CSM), or equivalent certification
• Experience supporting large, global sales or revenue operations organizations
• Experience with CRM transformation, process redesign, or digital transformation initiatives
• Familiarity with change management and organizational readiness practices