Enterprise CRM Transformation Project Manager
(Dynamics or Salesforce)
12-18 months
To £650 a day (Outside IR35)
Maidenhead 3 days required on site
The Company + Scenario:
We are proud to partner with one of the UK's most respected and biggest Managed IT Service providers as they undertake a major multi year sales system replacement programme to transform their own inhouse CRM to either Dynamics 365 CE/CRM or Salesforce.
Currently in vendor selection stage they are reviewing CRM system selections and the partner. They now require a senior level Transformation Project manager, a CRM specialist with multiple enterprise level CRM transformations under their belt to bring this expertise.
The Role:
This role requires:
- Proven experience as a CRM Transformation Project Manager at enterprise
- Multiple long term full CRM sales system transformations already completed
- ability to work form RFP stage through to release with the chosen SI partner and an in house team of CRM Business Analysts who will define the business architecture from As Is-To Be right through BRD, FRD and UAT.
- Been involved in the implementation of a number of complex enterprise CRM transformations
- Led multinational implementations in multiple countries, currencies, time zones, languages etc ideally of interest.
- Ideally a minimum of 2-3 similar CRM transformation programs at this scale (750 seats and above)
- Hybrid working – 3 days in the office and 2 days working from home is also a requirement
The details:
Project definition and planning:
o Define the objectives, outcomes, benefits, resources, timescales, budget, deliverables, responsibilities etc associated with the workstreams that you are managing
o Create detailed work breakdowns and realistic project plans for all stages of the implementation ensuring that they account for all dependencies, constraints and resource levels
o Create project budgets and ensure that all resources have been fully committed to the plan(s).
· Project management:
o Set project standards and methods along with the other project managers and the project office
o Bring ideas of efficient ways of working and project tooling based on experience of what has worked well on previous CRM transformation projects
o Ensure that all your workstreams’ members follow the methods and the agreed approach, and that the quality of their deliverables is high
o Facilitate and lead effective meetings such as daily stand-ups, periodic status meetings, briefings, reviews etc to drive out actions and priorities, risks and issues and to maintain momentum of the programme.
· Stakeholder and third-party management
o Collaborate with senior management and stakeholders to ensure that they provide the necessary input to the programme and stay motivated to do so
o Keep senior management informed and bought-in to the programme
o Work with opposite project manager(s) at our partner(s) on a day-to-day basis to ensure that they follow plans and that their plans that are sufficiently detailed. realistic and have fully accounted for dependencies on and constraints within the business.
o Hold partner(s) to account according to project definition, scope, acceptance criteria and their plans.
· Scope management:
o From your experience on similar projects, identify all aspects of scope that your workstreams depend upon and ensure that they are documented in sufficient detail to avoid ambiguity at later stages in the programme
o Make sure that your workstreams adhere to the agreed scope to avoid unnecessary changes or delays to the plan
o Where necessary identify, document and manage change requests according to change control procedures.
· Resource and task management:
o Lead you workstreams’ team members in all activities and in production of their deliverables and in doing so ensure that your workstreams collaborate and align with other workstream (functional, non-functional/technical, data, change, reporting and testing)
o Provide hands-on guidance and mentoring to you workstreams’ team members, motivate them and ensure they understand how their tasks and deliverables fit into the overall programme plan
o Work with the other project managers and workstream leads to identify and help resolve any blockers that arise, especially between workstreams
o Manage your workstreams’ members time, priorities, availability, absences etc to predict and minimise any impact to the plan
o Onboard, train and develop new team members if required.
· Communication and reporting:
o Provide weekly workstream reporting to the programme director (status, progress against plan, key risks/issues/mitigations/solutions, key actions etc)
o Provide fortnightly workstream steering committee reports
o Provide regular and ad-hoc communications as outlined in the communications plan.
· Risk management:
o Create and regularly maintain the RAID log in relation to your workstreams
o Seek, propose and apply risk mitigations where appropriate or escalate risks to the appropriate colleagues.
· Change Management:
o Work with the change lead, managers and analysts to provide sufficient input from your workstreams into the change deliverables such as business impact assessments, change communications, training etc.
· Project Documentation:
o Created and maintain project-related documentation and ensure that your workstreams’ members do so.
What's needed
· Extensive project management experience with a proven record of balancing multiple competing priorities and deadlines.
· Full responsibility for the delivery of multiple £1m+ full lifecycle Sales system implementation, integration, upgrade and migration CRM projects that include these areas:
o Lead to Order especially opportunity management, account and contact management, pipeline management, renewals management, sales forecasting, bid/tender management
o Configure, price, quote (CPQ) especially quoting, pricing, product information management (PIM) and product master data management (MDM)
o Customer management (CRM)
o Sales management & enablement: sales insights & dashboard, activity and call tracking, guided selling etc using machine learning and generative AI
o Multinational implementations in multiple countries, currencies, time zones, languages etc.
· Experience of best practice ways of working, common pitfalls, risks and mitigations, ideally in respect to implementing one or more of the following platforms:
o Microsoft D365 Sales Cloud, CPQ
o Salesforce Sales Cloud, CPQ, Revenue Cloud
· Experience of project managing business systems implementations for 500+ users in multiple locations.
· Proven ability of applying methods and formality to project delivery in dynamic and unstructured environments to achieve successful outcomes.
· The experience required to leverage the benefits of agile methods in organisations that are not fully agile.
· Excellent communication and interpersonal skills
o You must be able to clearly and concisely convey important information to a range of disciplines and seniority in the organisation in the manner appropriate for the purpose and audience. This is especially relevant in communication with Sales, the primary stakeholders of the programme
· A proactive, can-do approach and a willingness to learn from or share best practice experience with the team.
· Close attention to detail and a focus on the quality of deliverables.
· Proficiency in project management tools and methodologies.
· The drive, organisation and persistence to complete tasks and actions by the programme resources, including those who you do not directly manage.
· Experience of creating/negotiating licensing agreements, services agreements, statements of work/work orders etc with software vendors and systems integrators would be highly beneficial but is not essential.
