Sr. Project Manager – SalesforceCRM - Times Network/Media & Entertainment - Mumbai, India
(2024-11)
- Direct enterprise-level Salesforce initiatives supporting subscriber acquisition, retention, and personalized digital engagement across platforms.
- Lead cross-cloud implementations (Sales Cloud, Service Cloud, Marketing Cloud, and Experience Cloud) tailored to the unique needs of media workflows and content distribution.
- Collaborate with marketing, ad sales, and programming teams to deliver 360° customer views, enhancing audience segmentation and targeted campaign effectiveness.
- Oversee CRM strategy and roadmap to support OTT platforms, broadcast, and digital channels, aligning Salesforce capabilities with content monetization goals.
- Manage a global Salesforce team including admins, developers, analysts, and vendors to support continuous delivery and innovation.
- Integrate Salesforce with key media technologies including content management systems (CMS), ad tech platforms, subscription billing engines, and analytics tools.
- Ensure data privacy and compliance with entertainment regulations, including COPPA, GDPR, and contractual content usage restrictions.
- Drive Agile delivery of CRM features, enabling rapid response to market trends, content launches, and consumer behavior shifts.
- Enable real-time reporting and dashboards for ad sales, marketing performance, and audience engagement metrics.
- Champion user adoption through training, workshops, and feedback loops tailored to creative and business users in the media ecosystem.
Sr. Project Manager – SalesforceCRM - Ami Polymer/Pharma Manufacturing - Mumbai, India
(2024-06 - 2024-11)
- Orchestrated an end-to-end implementation of Salesforce Marketing CRM, aligning it with business goals and client requirements.
- Provided regular updates to senior management and stakeholders, ensuring transparency and alignment throughout the project lifecycle.
- Established and maintained strong client relationships, exceeding their expectations and ensuring their needs were met.
- Oversaw and mentored a team of project managers, fostering a collaborative and high-performance work environment.
- Developed detailed project plans, managed resources, and ensured timely delivery of project milestones.
- Identified potential risks and implemented effective mitigation strategies, resulting in reduction in project risks.
- Ensured adherence to industry standards, regulatory requirements, and best practices in CRM implementation.
- Coordinated with IT, marketing, sales, and external vendors to ensure seamless integration and project success.
Salesforce CRM Project Lead - Aarti Industries Limited/Chemical & Pharma Manufacturing - Mumbai, India
(2022-07 - 2023-10)
- Led and managed end-to-end Salesforce platform from architecture implementations, ensuring the successful delivery of projects within scope, timeline, and budget for Chemical & Pharma instances.
- Led brainstorming sessions to generate innovative ideas for feature enhancements and understand the product requirements thoroughly to ensure a clear understanding of the desired functionality.
- Participated in daily stand-up meetings to discuss progress, roadblocks, and prioritize tasks.
- Collaborated with cross-functional team members including developers, testers, and product owners to deliver features incrementally.
- Conducted SITs and UATs with the business
- Designed and architect Salesforce solutions that align with best practices, considering the overall platform architecture and CRM concepts.
- Developed a comprehensive strategy for implementing the solution, considering short-term and long-term goals.
- Oversaw the implementation process to ensure that the designed architecture is accurately realized.
- Consider the overall structure of the solution, including components, data flow, integrations, and interfaces.
- Utilized Agile methodologies and tools such as Jira to manage projects, track progress, and adapt to changing requirements.
- Led sprint planning, backlog grooming, and retrospectives to optimize team efficiency and delivery.
- Worked closely with the Salesforce Tech Lead to align on the technology stack, integration points, and overall technical direction.
- Contributed to discussions about architectural decisions and ensure that the chosen solutions align with the high-level technology strategy.
- Paid meticulous attention to details when designing, configuring, and testing Salesforce components to ensure high-quality outcomes.
- Utilized outstanding organizational and analytical skills to manage project timelines, resources, and deliverables.
- Stay updated with the latest Salesforce platform features, tools, and industry best practices to provide innovative solutions and drive continuous improvement.
Executive - Salesforce - SK International/IT - Mumbai, India
(2019-01 - 2022-07)
- Led Salesforce project prioritization and management aligned with business needs, successfully meeting deliverables within Piramal Pharma Solutions, Piramal Critical Care & Piramal Realty at Piramal Managed service partners
- Delegated roles and met deadlines, fostering a collaborative team environment.
- Collaborated with Business SPOCs, and managed in defining project scope and timelines.
- Handled the internal resources and third parties/vendors for the execution of all Salesforce projects along with integration touchpoints.
- Conducted meetings for requirement changes and new functionalities.
- Assisted project implementation, ensuring QA and UAT processes planned and executed User Acceptance Testing with sign-off.
- Provided L1, L2 and L3 support to business in fast paced environment.
- Analysed data, and created training materials for high-level operators.
- Drove process improvements amid changing markets and ensured seamless project delivery and client support.
Assistant Manager - CRM - The Biggest Mart Private Limited/IT - Mumbai, India
(2017-05 - 2019-01)
- Managed end-to-end CRM implementation and administration at client location.
- Documented user requirements, and created Use Cases & Test Cases for UAT and production.
- Product Knowledge of Sales Cloud and integration with 3rd party systems mainly Oracle EBS
- Supported and maintained On-Premise CRM solutions, collaborating with IT teams.
- Ensured project delivery alignment and timely system deployment.
- Handled user setup, access rights, dashboard development, and workflows.
- Provided dedicated support to a 100+ member sales team.
- Proposed strategies for improved CRM database health and accuracy.
- Organized regular CRM training for business stakeholders and management.
Executive - CRM - Transasia Biomedical Limited/Manufacturing - Mumbai, India
(2015-08 - 2017-04)
- Aided in launching the Kapture CRM mobile app, optimizing sales processes and revenue recognition for accurate forecasting.
- Supported Oracle CRM tools, ensuring seamless operations.
- Implemented proprietary CRM tech for improved marketing and user communication.
- Trained and supervised users in mobile app and Oracle CRM, boosting proficiency.
- Collaborated with department heads to identify CRM needs and enhance coordination.
- Introduced users to new features, fostering adoption.
- Led lifecycle analysis sessions.
- Managed support for a 350+ member Indian sales force.
- Authored training materials and conducted sessions on mobile CRM use.
SugarCRM Admin - ETP International / Retail IT - Mumbai, India
(2014-05 - 2015-08)
Sage CRM Admin - Darashaw & Co. Pvt. Ltd. /Investment Banking - Mumbai, India
(2011-06 - 2014-05)
