CRM Program Manager (Bank)

Ambition; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Ambition in Kuala Lumpur is seeking an experienced CRM and Customer Experience leader to own the strategy, roadmap, governance, and delivery of enterprise CRM platforms.

You will partner with business, technology, data, digital, risk, and architecture teams to define solutions, prioritize demand, and drive platform enhancements and modernization initiatives while improving customer journeys and business outcomes.

Qualifications

• Bachelor's degree in IT, Business, Finance, Marketing, or related field.
• 8–10+ years of CRM, customer experience, digital transformation, programme management, or business analysis.
• Strong knowledge of CRM platforms, customer journeys, and enterprise transformation programmes.
• Proven experience in roadmap development, portfolio management, and business case preparation.
• Strong stakeholder management, communication, and leadership skills.
• Agile, Scrum, PRINCE2, ITIL, or Business Analysis certifications are an advantage.

Responsibilities

• Own the strategy, roadmap, governance, and delivery of enterprise CRM platforms, ensuring alignment with business objectives and customer engagement goals.
• Partner with business, technology, data, digital, risk, and architecture teams to define solutions, prioritize demand, and drive platform enhancements and modernization initiatives.
• Lead business analysis, requirements gathering, solution design, business case development, and roadmap planning for CRM and customer experience initiatives.
• Manage portfolio governance, project execution, stakeholder engagement, risk management, and executive reporting to ensure successful delivery of strategic initiatives.
• Drive customer experience improvements through process optimization, operating model enhancements, change management, adoption planning, and value realization activities

Skills

CRM platforms

Stakeholder management

Leadership

Roadmap development

Agile / Scrum

Education

Bachelor's degree in IT, Business, Finance, Marketing

Job description

• Own the strategy, roadmap, governance, and delivery of enterprise Customer Experience (CRM) platforms, ensuring alignment with business objectives and customer engagement goals.
• Partner with business, technology, data, digital, risk, and architecture teams to define solutions, prioritize demand, and drive platform enhancements and modernization initiatives.
• Lead business analysis, requirements gathering, solution design, business case development, and roadmap planning for CRM and customer experience initiatives.
• Manage portfolio governance, project execution, stakeholder engagement, risk management, and executive reporting to ensure successful delivery of strategic initiatives.
• Drive customer experience improvements through process optimization, operating model enhancements, change management, adoption planning, and value realization activities

Job Responsibilities

• Own the strategy, roadmap, governance, and delivery of enterprise Customer Experience (CRM) platforms, ensuring alignment with business objectives and customer engagement goals.
• Partner with business, technology, data, digital, risk, and architecture teams to define solutions, prioritize demand, and drive platform enhancements and modernization initiatives.
• Lead business analysis, requirements gathering, solution design, business case development, and roadmap planning for CRM and customer experience initiatives.
• Manage portfolio governance, project execution, stakeholder engagement, risk management, and executive reporting to ensure successful delivery of strategic initiatives.
• Drive customer experience improvements through process optimization, operating model enhancements, change management, adoption planning, and value realization activities

Job Requirements

• Bachelor's degree in IT, Business, Finance, Marketing, or a related field.
• 8-10+ years of experience in CRM, customer experience, digital transformation, programme management, or business analysis.
• Strong knowledge of CRM platforms, customer journeys, and enterprise transformation programmes.
• Proven experience in roadmap development, portfolio management, and business case preparation.
• Strong stakeholder management, communication, and leadership skills.
• Agile, Scrum, PRINCE2, ITIL, or Business Analysis certifications are an advantage.