We are seeking an experienced CRM & Loyalty Project Manager to lead the delivery of customer relationship management and loyalty initiatives across a large, customer-centric organization. This role will manage end-to-end CRM projects, working closely with business, marketing, technology, and external partners to enhance customer engagement, personalization, and loyalty program effectiveness.

Mandatory Skill(s)

• Minimum 5–8 years of experience in project management, with a strong focus on CRM and/or Loyalty platforms;
• Proven track record delivering CRM implementations, enhancements, or transformations;
• Must have strong understanding of CRM fundamentals, including customer lifecycle management, segmentation, campaigns, and loyalty programs;
• Must have hands-on experience working with CRM platforms such as Salesforce, Adobe, Oracle, or equivalent;
• Experience managing end-to-end project delivery, including requirements gathering, planning, execution, UAT, and go-live;
• Strong stakeholder management skills, with the ability to collaborate across business, marketing, IT, and vendors;
• Excellent communication, documentation, and problem-solving skills.

Desirable Skill(s)

• Exposure to marketing automation, personalization tools, or customer analytics platforms;
• Familiarity with data privacy, customer data governance, and compliance requirements;
• Experience working in Agile, hybrid, or waterfall project environments;
• Project management certifications such as PMP, PRINCE2, or Agile/Scrum are advantageous.

Responsibilities

• Lead and manage CRM and Loyalty projects from initiation through delivery and post-implementation support;
• Work closely with business and marketing teams to gather requirements and translate them into functional and technical specifications;
• Coordinate with IT teams and external vendors on system configuration, integration, and deployment;
• Oversee UAT planning, execution, defect tracking, and resolution;
• Manage project timelines, risks, dependencies, and budgets; provide regular status updates to stakeholders;
• Ensure CRM solutions align with customer engagement objectives, data quality standards, and governance requirements;
• Support continuous improvement by monitoring CRM and loyalty performance metrics and identifying enhancement opportunities;
• Partner with internal teams to support change management, user adoption, and training to ensure successful rollout and effective use of CRM and loyalty solutions
• Monitor post-implementation performance, gather user feedback, and drive continuous optimisation and enhancement of CRM and loya;lty capabilities.

If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Gunjan Arora at gunjan.a@sciente.com quoting the job title.