CRM Business Delivery Program Manager (M/F)

Publiée le 23/03/2021

Banque Internationale à Luxembourg (BIL) logo

Banque Internationale à Luxembourg (BIL)

Temps de travail
Type de contrat
Expérience professionnelle
Niveau d'étude


In the frame of BIL’s strategic plan, Create2025, BIL is engaged in an ambitious multi-year transformation plan. One of the biggest challenges of this plan is the replacement of BIL’s core banking platform which drives as well the replacement of the Customer Relationship (CRM) platform and the Data platform.

A new Delivery Organization mixing Business and IT skills, has been setup in order to deliver those strategic components. This Delivery organization is under the umbrella of the Head of Retail, Private Banking Lux and Digital and the Chief Operating Officer.



In co-responsibility with the IT Delivery Value Chain Lead:

§ Define a detailed plan for the program/value-chain and ensure equilibrium between scope/budget/timing for each project in their scope

§ Allocation of topics to the delivery/feature teams

§ Identify and manage interdependencies, keep a transversal view within value chain, mitigate risks

§ Decisions on arbitrations within the value chain that do not impact business cases or budget (remains within a certain threshold)

§ Operational follow-up of teams and responsibility of the delivery plan

§ Reports to the delivery managers and preparation of follow-up committees (incl. Steerco with Sponsors)

§ Build and maintain operational relationship with key partners (i.e Saleforce, Deloitte…)

§ Validation of architecture related to the value chain in Architecture Board


As Delivery Value Chain business lead:


§ Share the business strategic vision and OKR’s with the value chain

§ Set-up OKR’s linked to program/project

§ Help to build the business architecture vision within the value chain

§ Identify and define business resources needs

§ Stakeholders management

§ Build a business end to end view with other value chains

§ Trigger and follow change and adoption initiatives with key change partners 

Exigences obligatoires


o  Proven senior experience in Project/Program Management, mainly in the setup of a CRM platform

o  Ready to work in an agile mode/mind-set and open to new working methods

o  Good organization and communication skills

o  Strong leadership skills

o  Strong interest in CRM strategy & technologies

o  Pragmatic and Result oriented



o  Salesforce (Financial and Services Cloud) knowledge is a plus

o  Business banking knowledge is a plus

o  Excellent adaption skills in complex situation

o  Management skills

o  Fluent in French and English (other language is a plus)

o  CRM loop components knowledge is a plus (Datawarehouse, Campaign management)


Banque Internationale à Luxembourg (BIL) logo

Banque Internationale à Luxembourg (BIL)

69 route d'Esch
L-2953 Luxembourg

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CRM Business Delivery Program Manager (M/F)

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CRM Business Delivery Program Manager (M/F)

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