Job Description

The Digital department at INSEAD supports the school's global operations by delivering cutting-edge technological solutions that enhance teaching, research, and administrative functions. It ensures seamless integration of digital tools and infrastructure across all campuses, fostering innovation and operational efficiency.

About the role:

INSEAD is recruiting a CRM Project Manager to lead the agile delivery and continuous enhancement of its CRM ecosystem, primarily based on Salesforce Sales/Experience Cloud and Eloqua. This position plays a pivotal role in bridging business needs and technical execution, ensuring the successful evolution of our core engagement platforms.

The Project Manager will be the crucial link between business requirements and technical execution, guiding the evolution of our essential engagement platforms.

Key responsibilities include:

• Operating the Scrum framework for the CRM team, ensuring effective sprint planning, execution, reviews, and retrospectives.
• Maintaining a prioritised backlog that addresses both new requirements and operational enhancements.
• Overseeing daily CRM operations and ensuring timely resolution of incidents, service requests, and system issues.
• Leading new implementations and CRM projects, working closely with stakeholders and external partners
• Providing strategic and technical input to solution design, architecture discussions, and feasibility assessments.
• Ensuring that the CRM platform complies with security, data governance, and legal standards.
• Acting as the main point of contact between technical teams and business stakeholders, ensuring clear communication, alignment of priorities, and effective management of expectations.
• Proactively managing risks, dependencies, and resources to deliver robust solutions and maintain platform reliability.

Candidate profile:

• Proven experience managing agile projects and coordinating operational support for CRM systems (Scrum Master and/or Product Owner certification strongly preferred).
• In-depth knowledge and hands-on experience with Salesforce, and overall IT activities, such as Integration and Data management
• Excellent communication, problem-solving, and stakeholder management skills.
• Fluent in both English and French.
• Salesforce certifications (Admin, Consultant, ...) are an asset

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Responsibilities

Lead Agile delivery (Scrum ceremonies, backlog management, sprint planning).

Act as the main link between business stakeholders and the technical team.

Proactively manage risks, resources, budget, timeline, and roadmap.