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CRM Project Manager Resume Samples
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0-5 years of experience
Managed day-to-day development of content from request through delivery of creative assets for web and mobile channels
- Facilitated and negotiated content due dates and deliverables to optimize content output and ensure that all deadlines are met
- Key partner to CRM, Social Media and Public Relations teams to produce an average of 6-10 weekly projects including print pieces, email creative and multiple site assets.
- Contributed to successful email deployments resulting in upwards of 200k in monthly revenue and 8.4% click-through rates
- Coordinated overall project prioritization and department workflow, ensured work was distributed based on skill set requirements and deadlines
- Assisted with testing and general QA of all departments' projects including promotion and collection launches
- Managed the production of Fall and Winter of 2014 online and print catalogs including researching competitive bids, establishing timelines, product verification, overseeing approval among different department heads and interfacing with tech teams for online implementation.
- Consistently achieved 90% Completion efficiency in Robohead.
0-5 years of experience
Modeled Business Development's new industry sales segmentation strategy to target [company name]'s installed base customers - utilizing disparate source data. Reduced lead generation campaign costs by 75%.
- Analyzed marketing campaign effectiveness by lead source and global regions. Created Salesforce reporting frameworks that identify KPIs by lead source to inform campaign budgeting
- Developed KPIs for Global marketing channel effectiveness for Executive scorecard reporting
- Delivered marketing and data infrastructure process improvement which decreased lead time 97%
- Developed both high level and detailed roadmap for closed-loop CRM best practice implementation based on assessment of current and planned marketing data process flows and infrastructure.
0-5 years of experience
Responsible for leading wide variety of field service, business process improvement and technology projects within Field Sales Operations (FSO), Field Sales / Retail operations unit.
- Led all quantitative and qualitative data efforts / collection / execution in support of projects and led cross-functional teams to redesign core business processes and reporting.
- Created CRM Support strategy through integrating Call Center with Technical third party for 10,000 part -time merchandiser force.
- Developed CRM project strategy, scope, approach and timeframe through project charters, work plans, and other standard project management tools. Garnered $40 million in savings.
- Prepared resource plans, tracked and reported project deliverables compared to plan, and identified and mitigated issues and risks.
- Acted as liaison between Field Sales Organization, Sales, IT, Product Management, and other departments in support of various initiatives such as the re-design of part time Merchandiser time entry system which enabled 10,000 part time employees to be paid.
0-5 years of experience
Directed a staff of two responsible for identifying and driving marketing programs that increased channel engagement with Discover Card across all possible customer touch points, such as internet, phone systems and direct mail.
- Achieved an increase in sales by 42% for insurance based products, in the Discover portfolio of products by identifying areas of improvement in customer segmentation strategies, developing tactical plans to support the customer experience across multiple touch points and working with deployment to ensure adoption.
- Successfully launched consumer credit score tracking software on [company name], with an integrated marketing plan, by developing, implementing and managing marketing strategies specifically for the Discover CRM engine.
- Successfully implemented the Discover Rewards program, on a quarterly basis, working with cross-functional teams, by creating and maintaining detailed project descriptions, functional specifications, schedules and timelines, status reports and reporting documentation.
- Leveraged negotiation and communications skills to guide project teams across 2 different site locations, to deploy and validate dashboard reporting and business partner reporting that showed complex relationships used to measure the effectiveness of sales initiatives and customer acquisition programs.
0-5 years of experience
Functioned in both a technical hands on engineer as well as a Project Manager. Managed multiple CRM deployments and have hands on experience throughout the project lifecycle. Responsible for all Domino administration for this company (6 Domino Servers/60 users). Additional duties included conducting training classes for administrators and end users, handling multiple projects involving Domino deployments on Windows and AS/400 platforms.
- Responsible for day to day Domino administration activities including registering new users, updating templates and desktop support
- Designed and managed deployment of multiple Domino messaging and application infrastructures on AS/400 and Windows 2000/3 platforms for customer projects
- Designed and implemented consolidation plans for multiple AS/400 Domino servers from R4.6 and R5 to R6.
- Conducted migration projects from Domino R5 to R6 for several customers.
- Deployed Sametime and QuickPlace infrastructures. Managed migration of Sametime servers from 2.5 to 3.0
- Managed hands on, numerous CRM deployments from Kickoff to Post rollout. Responsible for Lotus development and modification of Lotus notes based CRM Software.
0-5 years of experience
- Created customer relationship management assessment methodology
- Utilized and managed customer relationship management assessments for two mid-cap telecommunications solutions providers
- Managed four consultants during full-lifecycle implementation of customer relationship management solution for education software provider
- Authored and presented four successful proposals for customer relationship management assessment
0-5 years of experience
- Created business requirements documents including scope of work (SOW), request for proposal (RFP), vendor vetting profile, and service level agreement (SLA) processes for a full life-cycle, database modernization upgrade to a proprietary Customer Relationship Management (CRM) system.
- Created work flow maps, timelines, milestones, and task boards using Visio and integrated with SharePoint.
- Assisted with testing cycle and design of regression scripts using Excel.
- Developed ticket system for problem issues and escalation procedures with vendor using Jira Service Desk which decreased downtime by 80% in 30 days.
0-5 years of experience
Project Manager for the implementation of Infor CRM Marketing 10.0.1 (formerly E.Phiphany) software to Fontainebleau Hotel Miami.
- Managed a cross country team of specialists from Knowledge Tranzfer and Fontainebleau Miami. Ensuring the project schedule was met and any issues were resolved in a timely manner.
- Created project schedule, solutions data document, UAT and System testing material.
- Created training material for Director of Marketing, IT Director and End Users.
0-5 years of experience
Senior CRM Project Manager acted as the conduit between the delivery teams and the various management layers within a client. Managed the complexities of a large scale program on behalf of the client, to ensure that the engagement and progress are proactively managed, business benefits are realized, management has appropriate insight and that Dynamics CRM meets/exceeds KPI targets
- Managed large scale CRM implementations on both the MS Dynamics 4.0 and 2011 platforms across organizations service lines
- Provided leadership and guidance to project teams to ensure on time and on budget delivery per SOW
- Advisor to client executives on project status, risk, issues, change request, and decision points of critical corporate initiatives
- Managed project teams and the implementation of MS CRM 4.0 and 2011 for Sales, Marketing, and Contracts Management and Services modules
- Developed an overarching program plan for the integration of CRM, GP, a custom application (order, dispatch, inventory management, and billing), and mobility platform
0-5 years of experience
Managed CRM upgrade project for 2nd season of Oil Heat program, and 2 call centers.
- Trained call center staff in using custom portal as front end for Dynamics CRM 3.0 application.
- Created all CBT, e-learning & print training materials and call center scripting for phase 2 of high profile non-profit Dynamics CRM Rollout.
- Instrumental in defining the training process and implementing it in Philadelphia and Boston to over 125 users.
0-5 years of experience
Managed the transition from a legacy CRM system to a new Salesforce based
solution from its planning stages to implementation and execution.
- Identified customer needs and defined the project's SOW.
- Functioned as the point of contact for the software contractor.
- Planned and verified the data migration process.
- Oversaw acceptance tests and QA.
- Managed trainings and on going support for the new system
6-10 years of experience
Executing multi-million dollar Marketing Digital Strategy to align with Farmers strategy to focus on Confident Planner consumer segment
- Develop, implement and administer processes and standards.
- Organizing, leading, and facilitating the planning process, including strategic planning, organizational planning and communications management for highly visible Projects in Marketing and CRM domain.
- Review the work of team members to ensure quality and comprehensiveness and provide technical coaching and mentoring to project team members.
- Identify and resolve project issues and escalate when appropriate.
- Analyzed, designed and documented standardized management processes for various sub-projects
- Managed scope, quality, time and cost of deliverables while working with multiple teams and vendors
0-5 years of experience
Lead technical designer for all CRM related projects with multiple client requests. Aided with implementation and training to multiple end users for using Microsoft CRM.
- Also assisted with several mail migrations to a hosted exchange service, including one that required less than 24 hour turnaround from an in house Zimbra server, and configuring various smart phones including iPhone, Blackberry, and Android as well as email clients like Outlook.
- Rolled out a Check Point encryption system, verified that system was HIPPA compliant, from the purchasing of the licensees, to documentation on how to install it on new computers and how to upgrade existing systems to the purchased version, and setting up a backup key locker in case original decryption key gets damaged.
- Worked in a Private Catholic School working on various issue including troubleshooting HP printers; Installed and maintained HP, Dell, and IBM laptops and computers including physical connections; Monitored and updated various backend permissions in Active Directory and Windows Sever 2003.
0-5 years of experience
Accountable for the rollout of a nationwide Siebel CRM application document management imaging system, which reduces manual customer data capturing by 65%.
- As member of Tycos' IT Center of Excellence Black Belt projects program, I was responsible for managing "in-demand" split enterprise projects.
- Managed "cradle to grave" projects focusing on new CRM mobility sales process to reduced cost and human error by 65%.
- Managed projects using SCRUM, Waterfall and Six Sigma tools and techniques.
0-5 years of experience
Project Manager for complete full-cycle GSFA project utilizing Salesforce.com platform and perform all aspects of project delivery.
- Responsible for deploying Global Support Model representing over 3000+ users and administrators and assist with the planning, tracking, and documentation of the project status.
- Act as an IT liaison across the multiple business units worldwide and provide project leadership amongst the business and system administrators responsible for the content of the CRM.
- Translate business needs into functional requirements that can be understood by Tech Central. Collaborative leadership essential.
- Document technical complex ideas for business processes and manage the testing and training of new requirements through Agile methodology.
0-5 years of experience
- Managed Phase I of the implementation of a hosted CRM solution
- Liaison between the IT PMO, the marketing groups of Sally Beauty Holdings (SBH) and 3rd party vendors
- Managed multiple CRM related projects for the marketing groups of SBH through the entire project lifecycle
- Gathered and documented business requirements for projects and application enhancements
- Facilitated project status meetings and maintained task lists, project schedules, meeting minutes and issues, risk, and decision logs. Drove activities to complete project tasks and reach established milestones as scheduled.
- Reviewed vendor Master Services Agreements and collaborated with Legal and Procurement to redline/modify the document to ensure the best interests of SBH are represented. Assisted in the negotiations between SBH and vendors
- Researched best practices and made contract and operation recommendations
0-5 years of experience
- Responsible for technical pre-sales, planning and project delivery; managed team of business analysts and developers
- Coordinate off shore resources, technical data and project costing necessary for proposals and project management
- Manage projects including work structure breakdown, statement of work creation, project execution and financial
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