Role Description
We are looking for a CRM Program Director / Project Director (cross-functional management / program PMO) for a mission in a large supplementary pension / social protection organization.
🌐 Mission Context
The purpose of the service is to support the IT department in the
Management of the CRM program over a period of 24 months. Expert skills in cross-functional program management are expected, with more than 10 years of experience in large-scale IT transformation programs and in -depth knowledge of customer relationship tools .
Knowledge of the field of social protection will be highly valued.
The objective is to ensure that the deployment of the new CRM is completed by June 30, 2027, while respecting budgetary and operational constraints.
Required skills
You own:
> 7 years of experience on cross-functional programs / CRM project management.
Several experiences in managing CRM projects (deployment / transformation / governance).
CRM knowledge: ideally PegaSystems and ServiceNow.
Very good level of reporting / coordination with management level contacts.
Practical: risk management, ITIL v3, MS Project / Open WorkBench.
Availability compatible with a January 2026 start + occasional multi-site mobility in France.
Your mission
Your responsibilities will revolve around the following issues:
1) Governance and cross-functional management of the program
Establish and manage governance (Steering Committee / Project Committee / Technical Committee), committee structure, decision-making processes and arbitration rules.
Build the PMO framework : integrated planning, milestones, dependencies, action/decision management, RAID log (Risks/Assumptions/Issues/Dependencies).
Ensure multi-project management (business, IT, architecture, data, integration, security, change, RUN) and multi-site synchronization.
2) Securing the trajectory and fulfilling commitments (30/06/2027)
Define/maintain the roadmap and deployment waves (MVP vs target version), with entry/exit criteria per stage.
Manage capacity (internal resources, partners, workload arbitration) and secure critical milestones (data, integrations, UAT, cutover, hypercare).
Implement a system for managing discrepancies (scope/budget/deadline) and prioritizing.
3) Budgetary control, contract negotiation and supplier management
Monitor and control the program budget (forecast/actual, landings, remaining work, impacts of changes).
Managing suppliers/integrators/publishers : commitments, deliverables, quality, contractual penalties/risks, operational committees.
Ensuring consistency between contracts, scope, planning and capacity (a point often a source of deviation).
4) Risk management and compliance
Build and maintain a “go-live” oriented risk map (data, performance, security, adoption, integration, RUN, external dependencies).
Implement mitigation plans, alert thresholds, and escalation management.
Ensure that regulatory constraints / security / GDPR and social protection requirements are taken into account.
5) Data, IT integration and solution quality
Manage the Data & Migration strategy (quality, deduplication, repositories, mapping, migrations, controls, responsibilities).
Supervise the integration of IS (IAM, EDM, back-office, telephony/CTI, portals, API, datamart/reporting).
Ensure architectural consistency and performance/operability.
6) Change management and user adoption
Define and manage the Change plan: communication, training, ambassador network, support materials, field support.
Set up KPIs for adoption and quality of service (usage, satisfaction, backlog, resolution, NPS/CSAT where applicable).
Prepare for the transition to operational status: RUN readiness , ITIL procedures, support, hypercare.
7) Management reporting and transparency
Produce a clear executive report (progress, budget, risks, expected decisions, roadblocks, trajectory).
To control key indicators and ensure traceability of decisions/arbitrations.
👤 To apply
CV + daily rate + availability + location.
2–3 very similar references (program management + CRM).
Confirmation of in-person attendance / travel OK.
Explicit mention: Pega / ServiceNow (yes/no) and monitoring tools used.
About the company
AECONSULTING France
Audit / Consulting / Governance / Project Management
Company overview:
Founded in 2008, AECONSULTING is an independent consulting firm that supports its clients in key areas of IT and helps them create value through their information system.
We work with the largest French companies.
Our core business is to advise companies on three key areas:
Strategy & Management Consulting - Growing your business through IT
Technical advice on IT architectures - Transforming the IT system to meet new business needs
Risk Management Consulting - Managing IT-related risks
Our company stands out for its mastery of the subjects addressed and for supporting its clients by delivering services, with employees who have a strong customer service culture and mastery of technologies.
With real technological expertise, our core business is: auditing, IT technological innovation consulting, project management support (AMOA/AMOE) and optimization of IT costs and services.