CRM & Digital Project Manager (3P contract)

JOB PURPOSE
The CRM & Digital Project Manager will oversee the end-to-end digital application portfolio, CRM project delivery, and offshore software development services at SCV. This upgraded role transitions from traditional project management to strategic technology leadership.
The incumbent be a champion for all new initiatives to drive acquisition & loyalty under total Consumer Experience strategy as well as drive structured, scalable, and reusable development practices while establishing cutting-edge capabilities in emerging technologies-specifically AI, Data Engineering, and Modern Data Pipelines-to position the hub for upcoming regional initiatives.
MAIN ACCOUNTABILITIES
1. CRM Strategy & Operations
• Architect, standardize, and optimize customer data structures within the CRM platform, ensuring absolute data integrity, privacy compliance, and adherence to relevant personal data protection regulations.
• Partner closely with Brands MKT, Offline Sale, Ecommerce to design, implement, and orchestrate marketing journeys, advanced customer segmentation, and behavior-driven experiences.
• Define clear consumer journey, roles of touchpoints and enablers needed to successfully maximize Consumer Lifetime Value (CLV) that drive customer retention, customer loyalty & repeated purchases.
• Ensure seamless synchronization of CRM data streams with broader digital applications to establish a cohesive customer journey across all Online-to-Offline (O2O) touchpoints.
• Contribute to establishing the objective and performance tracking framework and align with relevant stakeholders
• Review & refresh the integrated acquisition & loyalty initiatives across functions based on the business needs and/ or on the yearly basis
2. Digital Application Development & Management
2.1. Application Portfolio & Project Management
• Lead the planning, architectural design, and deployment of digital solutions and applications (Web, Mobile App, E-commerce platforms, and internal digital management systems)
• Oversee and optimize the overall application portfolio and regional project pipeline, ensuring alignment with SCV and regional business goals.
• Maintain a robust delivery framework, ensuring projects are delivered on time, within budget, and meeting high-quality standards.
• Manage stakeholders across different regional markets, aligning expectations and balancing business demands with technical feasibility.
2.2. Offshore Software Development & Delivery.
• Lead, govern, and optimize the delivery of offshore software development services of SCV and the region.
• Establish Operational Excellence frameworks, including KPIs/SLA management for remote/offshore development teams and external/internal vendors.
• Manage resource allocation, capacity planning, and talent readiness to support fluctuating project demands across markets.