Project Lead Customer Relationship Management

About the Role

We are seeking a seasoned CRM Project Manager to join a prominent global consulting and professional services firm based in Riyadh. The ideal candidate will spearhead CRM and customer transformation initiatives focusing on delivering business and client outcomes while also aiding in sales and client engagement efforts.

This position emphasizes project and client management expertise rather than hands-on technical or development involvement, requiring a solid grasp of CRM principles and the capability to coordinate business, technology, and consulting teams efficiently.

Key Responsibilities

• Plan and execute CRM and customer transformation projects ensuring timely delivery, adherence to scope, and quality standards.
• Oversee project scope, schedule, resources, risks, issues, and manage stakeholder expectations effectively.
• Serve as the primary client liaison, cultivating trusted connections with senior business leaders.
• Translate client business requirements and customer needs into well-defined project goals and deliverables.
• Coordinate multidisciplinary teams including business consultants, tech experts, and client representatives.
• Lead workshops, steering committee sessions, and governance meetings to steer project progress.
• Track project development and present clear updates to senior leadership and clients.
• Identify and propose improvements in customer journeys, CRM workflows, and overall customer experience enhancements.
• Assist business development through proposal creation, client presentations, pitch preparation, and uncovering opportunities within current accounts.
• Foster account growth by building strong client relationships and understanding evolving business objectives.
• Support formulation of CRM and customer transformation strategies, methodologies, and case studies.
• Collaborate with regional and global teams to leverage expertise and solutions tailored for clients.

Requirements

• Bachelor’s degree in Business, Management, Marketing, Information Systems, Engineering, or related disciplines.
• Minimum of six years’ professional experience in CRM, customer transformation, consulting, or project management roles.
• Demonstrated leadership in managing CRM or customer-centric projects from start to finish.
• Strong knowledge of CRM principles, customer journey mapping, customer experience, and business process optimization.
• Proven experience interacting with senior stakeholders and managing intricate client relationships.
• History of supporting business development activities including proposals, client pitching, and account expansion.
• Excellent project management, communication, and stakeholder coordination skills.
• Ability to effectively operate between business and technology teams without direct technical hands-on responsibilities.
• Previous consulting or professional services exposure is highly preferred.
• Experience in the GCC or Middle Eastern markets is advantageous.
• Arabic language proficiency is an asset but not mandatory.