CRM Business Transformation Manager

Job id:  22070
Job location: 

Gurgaon, IN Sibiu, RO Milan, IT Lisbon, PT Barcelona, ES Bangalore, IN

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. 

Role title:

 CRM Business Transformation Manager

Colt Level:

S2 Core


Sales, Marketing & CRM -  Customer Relationship Management

Reports to:

Business Management Director


India, Romania, Portugal, Spain, Italy


Role purpose


The CRM Transformation Manager role requires working collaboratively with a director, principal or partner to design, execute, and lead multiple teams through organizational change efforts of varying size and complexity.

 Largely responsible for recognising areas for improvement within Customer experience, a a CRM Business Transformation Manager must identify and implement necessary changes to enable a business to perform to its optimum ability for the customers

Performing a challenging and diverse role, is often responsible for overseeing all areas of a business that impact customer experience, implementing any CRM operational changes and delivering measurable improvements.

A CRM Business Transformation Manager must review new and existing processes, resources and systems, making and overseeing any changes to the company infrastructure where necessary. The role can encompass both the business and IT side.

This role will utilize change management principles, processes, and tools to focus on driving financial and operational results , behavioral changes; designing change strategy, assessing stakeholder impacts and organizational readiness, recommending and/or implementing appropriate communication, training, and behavioral change solutions, and measuring effectiveness to enhance organization performance


Key accountabilities


  • Lead project teams in support of different project workstreams, and manage overall project activities, plans, and schedules associated with deliverables and milestones
  • Lead, guide and support multiple workstream leads / consultants through the design and implementation of targeted change customer strategies including identification of change impacts to people, process, policy, and structure, stakeholder identification and alignment, appropriate communication and feedback loops, success measures, organizational readiness, and long-term sustainability
  • Lead analysis studies, analyze data, evaluate results, and develop recommendations and road maps across multiple workstreams
  • Build and maintain effective partnerships with key cross functional leaders (Division VP and department owners) and project team members
  • Write project case studies
  • Takes responsibility for the ideation, definition, documentation and successful completion of small/medium & large sized CRM projects with a medium level of complexity, directing and counselling project team members, and advising customers/stakeholders as necessary on all phases.
  • Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured and appropriate action taken. Produces appropriate documentation to support these processes.
  • Builds and manages a virtual team from various geographies and engages teams/contacts from across Colt as required.
  • Ensures all key PM documentation is developed and maintained, including PID, Project Plan, Risk and Issues register, weekly reports, stakeholder reports, Lessons learned etc. 



Other accountabilities (optional)

Stakeholder Management

  • Establishing a single point of contact for the sponsor for the duration of the project and agreeing escalation paths for all stakeholders
  • Managing all communication during the project life cycle ensuring a high level of customer satisfaction throughout the project.
  • Managing internal and external suppliers to deliver the project on time and within cost tolerances.


Quality and Process

  • Ensuring that all project documentation is maintained to a high standard and that all project deliverables meet the sponsor’s expectations of performance and quality.



Key performance indicators (financial and non-financial)

  • Project milestones executed as per baselined schedule
  • Project is run within committed budget
  • Project scope delivered as per sponsor requirement
  • Project deliverables meet the quality and signoff requirements of sponsor and operational teams  


Relationships and key contacts

  •  The project virtual team can span the entire organisation – for instance: network architecture/engineering, internal development, product management, sales and marketing functional areas
  • The project steering group will be comprised of senior stakeholders from the teams that are engaged on the project, typically senior managers, directors, VPs, EVPs
  • The PMO team offers tools and reporting support to the PM team.


Role specific requirements

Skills & Experience

  • Ability to lead analysis studies in multiple areas and lead project definition and recommendations
  • Proven experience as a Transformation and/or Project Manager, conversant with project management techniques and performance controls, and measuring methods
  • Prior direct experience in successfully delivering projects, and in working in a project environment. Able in working in a project environment where a certain level of agility an fluidity is to be managed
  • Previous working knowledge of internet and telecommunications networking technologies and related IT systems are a plus
  • Effective leadership, interpersonal and communication skills
  • Demonstrable business and financial understanding Must have a good understanding of their business, its customers and market drivers
  • Ability to command respect and to create a sense of community amongst the members of the project teams
  • Good understanding of the procurement process including negotiation with third parties is a plus
  • Knowledge of budgeting and resource allocation procedures
  • Sufficient seniority and credibility to advise project teams on their projects in relation to the programme
  • The ability to find ways of solving or pre-empting problems


  • Minimum of a bachelor’s degree. Master’s degree is preferred
  • Excellent operational, programme and presentation skills
  • Very good communication and negotiation skills
  • Excellent Inter-personnel skills
  • Personal drive, highly self-motivated and self-organised
  • Excellent Team Player and ability to work in an international team
  • Flexibility and creativity
  • Customer experience and Business acumen
  • Fluent in English (written and spoken) will be beneficial
  • APM, MSP, PRINCE2, Agile  and/or industry recognised programme management qualification are a plus



  • Customer First - You put the customer at the centre of everything you do (You Care, are Professional and you Keep it simple)
  • Accountability - You are responsible to deliver to our commitments (You are transparent, you take ownership and demonstrate initiative)
  • Transformational – You embrace the need for Colt to change the way we do things to grow (You are resilient, you challenge and have an appetite for Risk)
  • Outcome Focused - You focus on the result we want to achieve, while engaging others to do so demonstrating high levels of collaboration, vision and reflection.



  • Be aware of Colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
  • Identify risks related to process and information security and treat/ mitigate the same as appropriate



What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.

Some benefit examples are:
•Flexible working and relaxed dress code
•Two days annually to spend on volunteering opportunities
•Access to Online-learning Platform
•Business mentoring
•option of parking slots in the Colt Campus
•lunch vouchers


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