Job Description

Are you ready to take your career to the next level with a leading Life Insurer? Our client, a prominent name in the Insurance industry, is seeking a dynamic and experienced CRM/Contact Center Project Manager to join their team. This is an incredible opportunity to lead transformational projects in a fast-paced, innovative environment and make a real impact on customer engagement and experience.
About the Role
As a CRM/Contact Center Project Manager, you will play a pivotal role in driving the implementation and optimization of cutting-edge CRM and Contact Center solutions. You will be responsible for end-to-end project delivery, working closely with cross-functional teams and stakeholders to ensure seamless execution, while keeping customer-centricity at the forefront.
What You'll Do

• Lead the implementation of Salesforce CRM and Contact Center solutions (e.g., Genesys or other platforms).
• Manage complex projects, including AI, chatbots, and omnichannel solutions, to enhance customer experience and operational efficiency.
• Collaborate with regional teams across multiple markets to deliver scalable and impactful solutions.
• Engage with stakeholders from the Insurance sector to understand requirements, align strategies, and ensure timely project delivery.
• Drive innovation by leveraging AI and other advanced technologies for customer engagement.
• Manage budgets, timelines, and resources, ensuring projects are delivered on time and within scope.
• Provide thought leadership on best practices, especially in CRM and Contact Center transformation.
• Build strong partnerships with internal teams, vendors, and external consultants.

What We're Looking For
Must-Have Experience

• 7-10 years of proven project management experience, ideally in CRM, Contact Center, or related areas.
• Salesforce implementation experience is essential.
• Experience in one or more of the following:

• Genesys or other Contact Center platforms.
• Salesforce implementation paired with AI, chatbot, or omnichannel solutions.
• Salesforce implementation and any other Contact Center experience.
• Strong regional exposure, ideally within the Insurance or Financial Services sector.
• Previous or current experience working with a Big 4 consulting firm is highly advantageous.

Skills & Competencies

• Deep understanding of CRM and Contact Center technologies and trends.
• Strong project management skills with expertise in stakeholder management and change management.
• Excellent problem-solving and decision-making capabilities.
• Effective communication and interpersonal skills to engage and influence diverse stakeholders.
• Ability to navigate complex, matrixed organizations and deliver high-impact results.

Why Join?

• Be part of a transformative journey with a leading Life Insurer focused on innovation and customer excellence.
• Work on cutting-edge technologies like AI, chatbots, and omnichannel solutions.
• Collaborate with talented professionals across the Insurance and Financial Services sectors.
• Enjoy a competitive package, regional exposure, and opportunities for career growth.

Skills Required