Project Manager (Customer Experience)

Role and Responsibilities

Define project charter, scope, timeline,resource and success criteria aligned with business and CRM Product team.

Lead end-to-end project lifecycle (Initiation to Closure) while coordinating cross-functional teams including CRM scrum team,Marketing, Operations, IT internal, and external vendors

Continuously improve project delivery processes and participate in squad ceremonies such as sprint planning, daily stand-ups, and retrospectives.

Manage&Control project scope,resource change requests, and impact assessment on CRM ecosystem.

Identify and mitigate project risks, including data, integration, and compliance tasks.

Collaborate with Developers, QA, and DevOps teams to ensure smooth system integration, API development, and end-to-end testing.

Oversee CRM system implementation, enhancement,Mainternace (eg. DB verions upgrade), and integration to other system (e.g., POS, e-Commerce, etc).

Ensure technical documentation is maintained, including architecture diagrams, deployment guidelines, and operation manuals.

Ensure data governance, PDPA compliance, and data migration integrity.

Govern UAT, SIT,Release mangement and production deployment.

Monitor project performance and report status to stakeholders and management.

Conduct post-implementation review and ensure smooth handover to support team.

Support incident management by analyzing root causes and proposing preventive technical solutions.

Qualifications

Bachelor's degree or higher in Computer Science, Computer Engineering, Information Technology, or related fields.

3+ years of experience in IT project management or technical project coordination.

Strong knowledge of software development life cycle (SDLC), Agile methodologies, and DevOps practices.

Hands-on experience in managing technical system development, integration, and deployment projects.

Familiar with CRM systems, loyalty platforms, API integrations, and cloud services is a plus.

Ability to coordinate across multiple teams including Development, QA, DevOps, Business Analyst, and external vendors.

Strong problem-solving skills with the ability to navigate complex technical challenges.

Excellent communication skills, both verbal and written, with the ability to translate technical terms into business language.

Certification in PMP, Agile, or Scrum Master will be an advantage.