CRM Project Manager

The Scottish SPCA’s mission is to make Scotland the best place in the world for an animal to call home. This role is pivotal to supporting the organisation’s mission by leading the migration, adoption and optimisation of a fully integrated CRM platform. The CRM will become the backbone of consistent, high quality customer experiences, enabling teams to work from a single source of truth. By unifying data, streamlining processes, and centralising customer interactions, the platform will support efficient day to day service delivery while unlocking the insights required for long term strategic growth.

You will oversee the end-to-end delivery of the major CRM migration, consolidating data from multiple legacy systems into a modern, scalable solution that integrates seamlessly with our website, payment platforms, and other core services. Your leadership will ensure a secure, smooth, and timely migration that enhances customer experience, strengthens operational efficiency, and positions the organisation for future innovation.

Overview of main duties and responsibilities

• Own the full project lifecycle from initiation and requirements gathering through planning, execution, testing, go-live, and post-migration stabilisation.

• Develop and manage the project plan, including scope, timelines, resource allocation, budget tracking, and risk management.
• Coordinate cross-functional internal teams, stakeholders, and third-party suppliers to ensure successful delivery.
• Lead the end-to-end mapping and redesign of customer journeys, identifying current-state pain points, defining future-state workflows, and ensuring the new CRM’s configuration, data structures, and automation support an improved, seamless customer experience across all touchpoints.
• Own the end-to-end data architecture direction for the CRM migration by defining business-driven data requirements, governing data quality and compliance, coordinating data model and integration design across technical teams, and ensuring accurate, scalable source-to-target mappings that enable a clean, future-proof customer data foundation.
• Proactively identify, assess, and manage project risks and issues, maintaining a clear mitigation plan, escalating critical items to stakeholders, and ensuring the CRM migration stays on track with minimal disruption to business operations.
• Manage vendor relationships, including CRM platform providers, implementation partners, and data migration specialists.
• Deliver a successful go-live, including cutover planning, contingency planning, and hyper care support., Project Manager

A strong CRM Project Manager combines strategic thinking, structured delivery, and clear, people-centred communication. You’ll excel in this role if you have:

• Project management certification (PMP, PRINCE2, Agile, ScrumMaster).
• Proven delivery of CRM implementations or migrations (Salesforce, Dynamics 365 or similar).
• Experience working within formal delivery methodologies (Waterfall, Agile, PRINCE2).
• Solid project management capability across planning, governance, risk, budget, and stakeholder management.
• Strong understanding of CRM platforms - able to challenge assumptions, identify risks early, and support sound technical decisions.
• Knowledge of CRM integrations, API connectivity, ERP/marketing system links, plus GDPR and data-privacy principles.
• Ability to translate business goals into clear project plans, scope, and roadmaps aligned to organisational priorities.
• Confident communication, ability to simplify technical concepts and managing stakeholder expectations effectively.
• Experience leading cross-functional teams, third-party vendors, and technical delivery partners.
• Commitment to data quality and customer experience, ensuring CRM supports accurate reporting and meaningful engagement.
• A calm, solutions-focused approach when navigating competing priorities and resolving blockers.

As Scotland’s animal welfare charity, we have been on-hand to protect animals and prevent cruelty since 1839 - that’s over 186 years of creating a better world for all animals. We’ve grown to become a national charity which celebrates the strength of the human-animal bond and enriches the lives of animals and people. We are Scotland’s animal champions.