CRM Program Manager

Tata Consultancy Services; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

Tata Consultancy Services is seeking a seasoned CRM Transformation leader to drive enterprise CRM programs across multiple regions. You will own governance, budgets, and multi-vendor delivery, coordinating cross-functional teams using Agile, hybrid, and Waterfall methodologies.

The ideal candidate has 10+ years in technology delivery with CRM expertise, strong stakeholder and executive communication skills, and experience with Salesforce or Microsoft Dynamics 365.

Qualifications

• Bachelor's degree in information technology, business, engineering, or a related discipline.
• 10+ years of experience delivering technology delivery or transformation initiatives, including at least 5 years leading enterprise CRM programs.
• Proven experience delivering large-scale CRM implementations using Salesforce, Microsoft Dynamics 365, or equivalent enterprise solutions.
• Strong understanding of CRM capabilities across sales, marketing, customer service, data, analytics, workflows and omnichannel engagement.
• Demonstrated governance, budget, resource planning, vendor management, risk management and executive reporting.

Skills

Strategic leadership

CRM knowledge

Governance & finance

Stakeholder management

Risk & escalation

Data-driven decisions

Change management

Vendor management

Communication

Education

Bachelor's degree in information technology, business, engineering or related discipline

Job description

JOB DE ION:

Required Qualifications

• Bachelor's degree in information technology, Business, Engineering, or a related discipline.
• 10+ years of experience in technology delivery or transformation, including at least 5 years leading enterprise CRM programs.
• Proven experience delivering large-scale CRM implementations using platforms such as Salesforce, Microsoft Dynamics 365, or equivalent enterprise solutions.
• Strong understanding of CRM capabilities across sales, marketing, customer service, customer data, analytics, workflows, and omnichannel engagement.
• Demonstrated ownership of program governance, budget, resource planning, vendor management, risk management, and executive reporting.
• Experience leading cross-functional, distributed, and multi-vendor delivery teams using Agile, hybrid, and Waterfall methodologies.
• Working knowledge of CRM architecture, APIs, integrations, cloud platforms, data migration, master data, security, privacy, and release management.
• Excellent stakeholder management, negotiation, facilitation, conflict resolution, and executive communication skills.

Preferred Qualifications

• Experience managing multi-country or global CRM transformation programs.
• CRM platform certification in Salesforce or Microsoft Dynamics 365.
• Program or project management certification such as PgMP, PMP, PRINCE2, or SAFe.
• Experience in a regulated industry and familiarity with applicable data privacy and compliance controls.
• Experience with customer data platforms, marketing automation, business intelligence, and AI-enabled CRM use cases.

Core Competencies

• Strategic program leadership
• Customer-centric and outcome-oriented thinking
• CRM platform and ecosystem knowledge
• Governance and financial management
• Stakeholder influence and executive presence
• Risk, dependency, and escalation management
• Data-driven decision-making
• Change leadership and user adoption
• Commercial and vendor management
• Clear written and verbal communication