CRM Implementation Manager - Gurugram

EAZY; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

EAZY is seeking a high-ownership CRM Product Manager to build, scale, and optimise the CRM ecosystem across the organisation. This role enables our sales, marketing, and service teams to operate with efficiency, visibility, and automation.

You will define the CRM roadmap, own release planning, manage integrations (ERP, telephony, WhatsApp, email, APIs), and drive user adoption through training and SOPs. Strong collaboration with Engineering, QA, UI/UX, and cross‑functional leaders is essential.

Qualifications

• Proven experience in CRM product management (SaaS/ERP preferred).
• Deep understanding of sales, marketing and support operations.
• Proficient in BRD/FSD creation, process mapping, and requirements gathering.

Responsibilities

• Define and drive the CRM product roadmap aligned with business goals.
• Build scalable workflows, rules, and automation across teams.
• Gather requirements and create BRD/FSD, user journeys, and process flows.
• Collaborate with Engineering, QA, UI/UX, and cross‑functional leaders.
• Own release planning: sprints, grooming, UAT, documentation.
• Manage integrations: ERP, telephony, WhatsApp, email, APIs, etc.
• Enable user adoption through training, demos, SOPs, and adoption metrics.
• Track CRM performance dashboards: funnels, usage metrics, KPI trends.
• Regularly evaluate user feedback and recommend product improvements.

Skills

CRM Product Management

Sales/Marketing/Support ops

Agile/Scrum

Stakeholder communication

Tools

Postman

Job description

Role Summary

We are looking for a high‑ownership CRM Product Manager to build, scale, and optimise the CRM ecosystem across the organisation. This role is critical in enabling our sales, marketing, and service teams to operate with efficiency, visibility, and automation.

Why This Role Matters

The CRM is the backbone of our customer lifecycle. Your work will directly impact:

• Lead conversion & funnel velocity
• Customer satisfaction & support efficiency
• Sales productivity & decision‑making
• Cross‑team process standardisation

Key Responsibilities

• Define and drive the CRM product roadmap aligned with business goals.
• Build scalable workflows, rules, and automation across teams.
• Gather requirements and create BRD/FSD, user journeys, and process flows.
• Collaborate with Engineering, QA, UI/UX, and cross‑functional leaders.
• Own release planning: sprints, grooming, UAT, documentation.
• Manage integrations: ERP, telephony, WhatsApp, email, APIs, etc.
• Enable user adoption through training, demos, SOPs, and adoption metrics.
• Track CRM performance dashboards: funnels, usage metrics, KPI trends.
• Regularly evaluate user feedback and recommend product improvements.

Must‑Have Skills

• Proven experience in CRM Product Management (SaaS/ERP preferred)
• Deep understanding of sales, marketing, support operations
• Proficiency in feature documentation, BRDs/FSDs, process mapping
• Working knowledge of Agile/Scrum methodologies
• Hands‑on with workflows, automations, and API‑based integrations
• Excellent communication, stakeholder coordination, and problem‑solving abilities

Nice‑to‑Have Skills

• Experience with ERP modules
• Knowledge of APIs, Postman, webhook‑based integrations
• Background in analytics, dashboards, or reporting tools
• Exposure to customer experience or CRM optimisation projects written communication skills