Program Manager - CRM & Customer Experience

We are hiring a Program Management with strong background in CRM and CX. You will lead customer experience initiatives, drive cross-functional projects, and ensure seamless execution of CRM programs.

About the role:

• Oversee CRM & CX Programs - Manage the end-to-end execution of CRM transformation initiatives.
• Drive Change Management - Identify customer journey pain points and ensure smooth adoption of improvements.
• Lead Program Planning & Execution - Develop project plans, manage dependencies, and proactively mitigate risks.
• Cross-Functional Collaboration - Work closely with IT, Finance, Hospitality, and other teams to align business goals.
• Stakeholder Management - Engage senior leadership, ensuring program objectives and deliverables are met.
• Knowledge & Process Optimization - Implement best-in-class knowledge management and CRM enablement strategies.
• Monitor Performance & Reporting - Track KPIs, prepare executive reports, and manage dashboards.

About you:

• 15+ years of experience in program management, CRM, CX, or project execution.
• 10+ years managing large-scale CRM or CX-related projects.
• 5+ years of experience engaging with C-suite executives.
• Proven ability to manage teams and complex cross-functional projects.
• Strong expertise in PMP methodologies, Salesforce, Genesys, and MS Office.
• Exceptional skills in program execution, risk management, and stakeholder alignment.