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Lead CRM and CX technology programs from business case approval through implementation and value realization. Manage multiple concurrent initiatives across digital channels, contact centers, and automation platforms while ensuring governance and budget compliance.
Requires 10-15+ years of experience in Program Management or Digital Transformation with a Bachelor's degree in Engineering. Proficiency in Salesforce and CX platforms is essential, and PMP or Agile certifications are preferred.
Program & Delivery Management
Lead CRM and CX technology programs from business case approval through implementation and value realization.
Develop project plans, resource plans, timelines, budgets, governance frameworks, and delivery roadmaps.
Manage multiple concurrent initiatives across customer servicing, digital channels, contact centre technology, customer feedback, and automation platforms.
Ensure delivery through Agile, Waterfall, or Hybrid methodologies while managing risks, issues, dependencies, and milestones.
Establish governance and executive reporting mechanisms to ensure timely and budget-compliant execution.
CRM & CX Technology Delivery
Manage delivery and enhancement initiatives across Salesforce Service Cloud, Sales Cloud, Experience Cloud, Data Cloud, Agentforce, Qualtrics, Genesys, Paxia, Data Platforms, Customer Communication Platforms, and AI & Automation solutions.
Coordinate releases, enhancements, integrations, testing, adoption, and operational readiness activities.
Ensure compliance with enterprise architecture, security, operational, and data privacy standards.
Cross-Functional Coordination
Act as the primary delivery lead for CX initiatives involving multiple business and technology teams.
Manage interdependencies and ensure alignment between business requirements and technology implementation.
Collaborate with stakeholders, vendors, and delivery teams to drive program success.
Business Value Realization
Partner with stakeholders to define measurable outcomes and success metrics for initiatives.
Ensure projects contribute to revenue growth, cost reduction, productivity improvement, customer satisfaction, and automation benefits.
Track realization of approved business cases and support prioritization based on strategic and financial impact.
AOP Planning & Financial Governance
Support AOP planning, budgeting exercises, business cases, investment proposals, and project justification documents.
Monitor budgets, forecasts, project expenditures, and resource utilization to ensure alignment with approved objectives.
Risk & Governance Management
Identify program risks and implementation challenges and develop mitigation and escalation plans.
Ensure compliance with governance, audit, information security, and data privacy requirements.
Maintain project documentation, governance records, and audit readiness.
Team Management & Leadership
Lead project managers, business analysts, product specialists, and vendor resources.
Manage internal and external delivery partners to ensure quality execution.
Conduct resource planning, capacity management, performance reviews, coaching, and capability development.
Skills Required
Strong Program & Project Management, Salesforce CRM, Customer Experience Platforms, Digital Transformation, Stakeholder Management, Executive Communication, Governance, Strategic Thinking, Customer Centricity, Leadership, Team Development, Cross-Functional Collaboration, API & Integration Concepts, Data & Analytics Platforms, AI & Automation Solutions, and Salesforce ecosystem knowledge (Service Cloud, Sales Cloud, Experience Cloud, Data Cloud). PMP, PRINCE2, Agile or Scrum certifications preferred.
Education & Experience
Bachelor's degree in Engineering
MBA/PGDM preferred. 10-15+ years of experience in Program Management, Technology Delivery, CRM, Customer Experience, or Digital Transformation
Exposure to Airlines, Travel, Hospitality, Retail, Consulting, AI, Automation, Contact Centre Technologies, and Customer Experience platforms is desirable.
Official Page
Air India Limited
Offices: Vatika One On One, F382+74J, IDC, Industrial Development Area, Sector 16,, Gurugram, Haryana 122007, IN
