Job Description
Job Purpose
We are seeking a skilled and motivated CRM IT Project Manager to lead the delivery of a new or enhanced Customer Relationship Management (CRM) system within a higher education or public sector environment. This role will be responsible for managing the end-to-end implementation, ensuring the system aligns with organizational goals and supports improved service delivery, customer engagement, and operational efficiency.
Key Responsibilities
* Lead the planning, execution, and delivery of CRM-related IT projects across the organization.
* Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders.
* Manage project budgets, timelines, resources, and risks to ensure successful implementation.
* Act as the key liaison between technical teams, business units, and external vendors.
* Oversee procurement processes related to CRM technology in accordance with higher education or public sector regulations.
* Ensure data governance, security, and compliance with relevant legislation (e.g., GDPR).
* Coordinate user training, change management, and post-implementation support.
* Prepare and present regular project updates, reports, and risk assessments to senior leadership.
* Promote best practices in project management and contribute to continuous improvement efforts.
Essential Skills & Experience
* Higher education experience is a must
* Proven experience delivering complex CRM projects, ideally within the public or third sector.
* Strong understanding of CRM platforms (e.g., Microsoft Dynamics 365, Salesforce, or equivalent).
* Excellent project management skills with experience using methodologies such as PRINCE2, Agile, or MSP.
* Ability to manage cross-functional teams and communicate with technical and non-technical stakeholders.
* Experience in supplier/vendor management and contract negotiation.
* Understanding of data protection, cybersecurity, and integration with legacy systems.
* Strong documentation, reporting, and presentation skills.
Desirable Qualifications
* PRINCE2 Practitioner, Agile PM, or PMP certification.
* ITIL Foundation or other service management qualifications.
* Knowledge of customer service operations or engagement strategies in the higher education or public sector.
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