CRM Transformation Product Manager

Location: Riyadh, KSA (Onsite)
Duration: 12 Months
Work Schedule: Full-time (5 Days/Week)
Employment Type: Contract-based
Engagement Model: Consulting / Contractor
Experience Required: Minimum 5 years

Core Skills

• Delivery Management
• Program Management
• Agile Project Management

Desirable Skills

• CRM Transformation
• Business Analysis

Consulting Experience

• Preferred

Project Scope

Lead the end-to-end CRM transformation program, ensuring successful delivery of CRM capabilities aligned with business goals while driving adoption, performance, and continuous improvement.

Key Responsibilities

A. Program & Roadmap Management

1. Own and maintain the CRM transformation roadmap (quarterly & annual)
2. Align roadmap with business priorities across sales, marketing, and operations
3. Define delivery phases, milestones, and success metrics
4. Continuously reprioritize based on business impact and constraints

B. Delivery Management

1. Lead end-to-end delivery across CRM initiatives (features, integrations, campaigns)
2. Ensure sprint outputs align with roadmap and objectives
3. Remove blockers across technology, business, and vendors
4. Enforce delivery discipline (timelines, quality, scope control)

C. Backlog Ownership & Prioritization

1. Own and manage the CRM product backlog
2. Translate business needs into epics and user stories
3. Prioritize based on revenue impact, adoption, and efficiency
4. Collaborate with Product, Tech, and Business teams

D. Stakeholder Governance

1. Establish governance forums (weekly syncs, monthly steering committees)
2. Align business owners, operations, tech teams, and vendors
3. Manage expectations and resolve conflicts

E. Risk & Issue Management

1. Identify and track risks across delivery, integrations, and adoption
2. Maintain a risk & issue register
3. Define mitigation and contingency plans
4. Escalate critical risks proactively

F. Integration Management

1. Oversee integrations with marketing tools (WhatsApp, SMS, email), core systems (ERP, POS, payments), and data platforms/CDPs
2. Coordinate across internal teams and vendors
3. Ensure data consistency and reliability

G. Release & Launch Management

1. Plan and manage CRM releases
2. Coordinate UAT, approvals, and production deployment
3. Ensure business readiness and rollout execution

H. Activation & Adoption

1. Drive CRM activation and user onboarding
2. Ensure effective utilization of campaigns and features
3. Track adoption KPIs (active users, usage, feature adoption)

I. Reporting & Performance Tracking

1. Provide structured reporting on progress, KPIs, and risks
2. Build dashboards for adoption, performance, and CRM usage
3. Enable data-driven decision-making

J. Strategic Contribution

1. Contribute to CRM and customer engagement strategy
2. Support growth and retention initiatives
3. Identify opportunities for automation, personalization, and revenue growth

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