We are partnering with a large Queensland organisation undertaking a significant enterprise-wide business transformation and are seeking an experienced CRM Stream Project Manager to lead the delivery of a major CRM implementation.
This is a hands-on delivery leadership role responsible for owning the CRM stream's integrated delivery plan, commitments, risks, issues, dependencies and outcomes. You'll work across business, technical and vendor teams to ensure delivery remains aligned to broader program objectives, while maintaining strong governance, stakeholder engagement and delivery control.
This opportunity will suit a seasoned Project Manager with experience delivering complex enterprise CRM, case management or customer platform implementations, ideally within large, highly governed environments.
What You Will Be Doing
- Own and maintain the integrated CRM delivery plan across design, build, testing, release and implementation activities.
- Manage delivery forecasts, milestones, risks, issues, dependencies, assumptions, decisions and recovery actions.
- Lead business analysis and design activities, ensuring a well-defined and build-ready pipeline of requirements, epics and user stories.
- Coordinate multiple business, technical and vendor stakeholders to remove blockers and drive delivery outcomes.
- Monitor vendor effort, capacity, productivity and delivery commitments, including within time-and-materials engagement models.
- Oversee delivery readiness activities across testing, deployment, operational support, training and transition.
- Challenge assumptions, estimates and delivery claims through evidence-based reviews and progress tracking.
- Work closely with Agile delivery teams, Scrum Masters, architects and technical leaders while maintaining broader project governance responsibilities.
- Provide clear reporting, recommendations and delivery insights to senior stakeholders and governance forums.
- Demonstrated experience delivering large-scale enterprise CRM, customer platform or case management implementations.
- Strong project management capability, including planning, scheduling, forecasting and delivery governance.
- Proven experience managing risks, issues, dependencies and cross-functional delivery challenges in complex environments.
- Experience leading requirements, business analysis and solution design activities.
- Strong vendor management skills, including oversight of external delivery partners and commercial delivery commitments.
- Ability to coordinate multiple workstreams and stakeholder groups while maintaining delivery momentum.
- Experience working within Agile delivery environments while balancing project governance, assurance and reporting obligations.
- Exceptional stakeholder engagement, communication and negotiation skills.
- Ability to present concise, evidence-based recommendations to senior leaders and governance bodies.
- Relevant project management qualifications such as PRINCE2, PMP or equivalent.
- Hands-on experience delivering Salesforce implementations within complex enterprise environments.
- Exposure to CRM-based case management, service delivery, legal, government, community services or highly regulated industries.
- Experience managing system integrations, data migration, reporting and testing dependencies as part of large transformation programs.
- Strong understanding of release management, deployment planning and transition-to-support activities.
- Experience working with hybrid Agile and traditional project delivery frameworks.
- Exposure to enterprise transformation programs involving multiple vendors, delivery partners and governance forums.
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
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