Software Guidance & Assistance, Inc. (SGA, Inc.) ยท 4 days ago
CRM Program Manager
Orlando, FL
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expSoftware Guidance & Assistance, Inc. is searching for a CRM Program Manager for a CONTRACT assignment with one of their premier Sports Entertainment clients. This role is crucial for defining, implementing, and optimizing the company's CRM strategy and system to enhance customer engagement, loyalty, retention, and lifetime value.
Information TechnologyStaffing Agency
Responsibilities
Define and document the CRM Program's goals, success metrics, scope, and requirements
Develop and manage the comprehensive CRM program roadmap/timeline, overseeing the entire project lifecycle for all CRM initiatives (implementation, optimization, and integration)
Drive the design, implementation, and refinement of the end-to-end customer lifecycle strategy (acquisition, engagement, retention) to ensure personalized, seamless experiences across all digital touchpoints
Lead the end-to-end program management process using both predictive (waterfall) and iterative (Agile/Scrum) methodologies
Establish and enforce program governance structures, including securing work estimates from internal teams and vendors, conducting cost-benefit/ROI analysis, and managing scope and change control for all system enhancements and strategic shifts
Proactively identify, track, and manage complex cross-program and cross-project dependencies
Establish a formal process to track, measure, and report on the realization of defined program benefits and strategic value
Establish and maintain strong relationships with key stakeholders, including executive leadership, PMO, IT, Marketing, Sales, and external partners
Act as the primary point of contact for program-related updates and inquiries
Oversee vendor partnerships, manage contract administration, and define, recommend, and secure contractual agreements, scope, and Statements of Work (SOWs) for CRM technical services
Coordinate and guide cross-functional project teams (including globally distributed and offshore resources), providing clear direction and removing obstacles to ensure project milestones are met
Accountable for ensuring the responsible technical leads deliver strategic guidance on the CRM platform architecture (e.g., Salesforce, Microsoft Dynamics), configuration standards, and seamless integration with other business-critical systems (e.g., ERP, marketing automation)
Accountable for ensuring the responsible data and marketing leads govern data quality, integrity, and compliance; define data segmentation strategies; and translate campaign performance metrics (e.g., CLV, churn rate, ROI) into actionable business insights
Identify, document, and monitor potential risks and issues that could impact program delivery
Provide regular, transparent status reports and dashboards to senior management and stakeholders on the critical path, program health, and risk status
Lead organizational change management efforts related to CRM deployment to maximize user adoption, process adherence, and ROI across sales, marketing, and service teams
Qualification
Required
8+ years managing complex engineering, technical, and digital programs and projects simultaneously, with a consistent use of a formal project management methodology
5+ years of direct experience managing a CRM program or complex, large-scale CRM implementation/optimization projects
Direct working experience with a major enterprise CRM platform (e.g., Salesforce, Microsoft Dynamics 365, or Adobe Experience Cloud)
3+ years of experience working with Agile/Scrum teams and supporting development in a DevOps/Platform environment
Proven proficiency in project management tools (e.g., Jira, SmartSheet) and strong analytical skills for data interpretation and performance tracking
Extensive experience in vendor contract negotiation, SOW management, and tracking SLA compliance
Tenacity, self-direction, exceptional communication (written and oral), and proven ability to manage complex stakeholder environments
Preferred
PMP and/or CSM (Certified Scrum Master) certification
Company
Software Guidance & Assistance, Inc. (SGA, Inc.)
SGA is the technology and resource solutions provider driven to stand out. We are a certified women-owned business.
201-500 employees
H1B Sponsorship
Software Guidance & Assistance, Inc. (SGA, Inc.) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (19)
2022 (25)
2021 (41)
2020 (44)
Funding
Current Stage
Growth StageLeadership Team
Peter Taylor
CEO
Andrew Gallagher - CCWP
Senior Vice President - Strategic Partnerships
Company data provided by crunchbase