CRM Program Manager

Software Guidance & Assistance, Inc. (SGA) is searching for a CRM Program Manager for a CONTRACT assignment with one of our premier Sports Entertainment clients in Orlando, FL.

Contractor
Program Management Office (PMO) / Information Technology (IT)
12-Month Contract (renewable)
Hybrid/Flexible (Aligned with USTA Hybrid/Flex policy)

The CRM Program Manager Consultant is a strategic and execution leader responsible for managing the logical grouping of projects that collectively form the company's CRM program. This role is crucial for defining, implementing, and optimizing our Customer Relationship Management (CRM) strategy and system across the organization to enhance customer engagement, loyalty, retention, and lifetime value. The consultant will serve as the overall Program Manager, driving multi-channel digital communications and customer journey mapping initiatives while ensuring all projects are completed on time, within scope, and within budget, aligned with the USTA's overall strategic objectives.

• CRM Strategy and Program Leadership
  • 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.
  • Drive the design, implementation, and refinement of the end-to-end customer lifecycle strategy (acquisition, engagement, retention). 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.
• Stakeholder, Vendor, and Resource Management
  • 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.
• System, Data, and Continuous Improvement
  • 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.
  • Accountable for ensuring the responsible data and marketing leads govern data quality, integrity, and compliance; define data segmentation strategies; and translate campaign performance metrics 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.

• 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…