Category: Public Sector & Government
Location: Apeldoorn, Gelderland, Netherlands

Senior CRM Project Manager – Harmonization & Implementation

Location: Apeldoorn (minimum of 2 days per week on-site, in consultation with the manager and team)

A leading public sector organization is modernizing its customer and order management processes and replacing an interconnected SAP landscape (including SAP SD, MM, and CRM). The objective is to achieve standardization, digitization, and automation of customer processes, with a future-proof CRM platform at the core of customer interaction and order fulfillment.

This transformation impacts the organization, customer data model, and business processes, requiring strong harmonization efforts and disciplined project management.

Your Role

As the Project Manager, you will connect people, processes, and technology. With a clear CRM vision, you will translate organizational objectives into a CRM strategy, customer journeys, business processes, and order workflows.

You will lead a small but highly capable team, collaborate closely with multidisciplinary Agile/DevOps teams, keep the project focused and tightly managed, and ensure that the intended business benefits are realized and sustainably embedded within operations and support processes.

Key Responsibilities

Project Setup & Governance

• Deliver a clear Project Initiation Document (PID) based on existing concepts.
• Establish and manage the project organization.
• Control project timelines, costs, quality, scope, benefits, and risks.

Reporting & Governance

• Report on project progress, expenditures, and deviations.
• Monitor project scope and make adjustments where necessary.

Risk & Issue Management

• Identify, analyze, and manage project risks and issues.
• Implement appropriate mitigation and resolution measures.

Stakeholder Management

• Build and maintain proactive stakeholder relationships.
• Manage expectations and communicate effectively at the appropriate level and time.

Change Management

• Work closely with change management teams to ensure successful adoption across all stakeholder groups throughout the change acceptance lifecycle.

Data & Compliance

• Ensure data quality, security, and compliance with relevant regulations and frameworks.

Transition to Operations

• Execute a controlled handover to the operational organization.
• Ensure teams are prepared for new tools, processes, and ways of working.

Delivery Management

• Translate project requirements into work packages for DevOps teams.
• Manage dependencies and capacity planning.

Methodologies & Frameworks

Project Management & Delivery

• MSP
• PRINCE2
• Agile

Change Management

• ADKAR

Service Management

• BiSL

Mandatory Requirements

• Fluent Dutch, both written and spoken.
• Bachelor’s or Master’s level working and thinking ability (HBO/WO).
• At least 5 years of experience as a Project Manager.
• Knowledge of and at least 3 years of experience with both PRINCE2 and Agile methodologies.
• Demonstrable experience in CRM projects, including serving as Project Lead on at least two CRM implementations.
• Experience working with multidisciplinary Agile teams within a public sector or governmental environment.
• Willingness to work at least two days per week in the Apeldoorn office.

Preferred Qualifications

• Proven success in CRM implementations, supported by case studies, measurable results, and benefit realization.
• Experience harmonizing customer and order processes and replacing complex, interconnected, and partly customized applications.
• Knowledge of SAP environments (SD/MM/CRM) and transitions toward standardized business processes.
• Experience with MSP, ADKAR, BiSL, and working within program management structures.
• Strong project planning and governance experience in complex implementations with clear oversight and control.
• Experience with data quality, security, and compliance within customer-focused environments.
• Demonstrated collaboration with DevOps teams, including dependency and capacity management.
• Strong stakeholder management skills across all organizational levels, including handling conflicting interests, new requirements, and resistance to change.
• People-centered leadership with a strong understanding of organizational culture and change dynamics.

Competencies

• Results-oriented and well-organized
• Strategic and analytical
• Enthusiastic and persuasive
• Organizationally aware with sensitivity to culture and change
• Proactive and solution-oriented
• Curious about technological developments in Customer Relationship Management (CRM)

Why This Assignment?

• Opportunity to make a significant impact on customer experience and operational efficiency.
• Deliver visible results within a socially relevant public sector environment.
• Work with a small, highly capable team and collaborate closely with program and change management professionals.
• Apply your CRM expertise, leadership, and change management capabilities in a high-profile transformation initiative.

Are you the experienced Project Manager we are looking for? Apply as soon as possible with your CV.

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