Senior Portfolio Manager - Customer Lifecycle Management (CLM)

About the role

The Senior Portfolio Manager - Customer Lifecycle Management (CLM) manages the technology portfolio supporting customer-facing functions, with a focus on leasing, sales and the end-to-end customer lifecycle. Reporting to the Head of Business Relationship & Delivery Management, the role acts as a strategic bridge between business stakeholders and technology teams, turning business priorities into a portfolio of digital and technology initiatives. It covers demand intake, prioritization, business cases, solution delivery and portfolio performance, driving transformation through CRM, ERP, digital channels, automation, data and analytics.

Key responsibilities

• Act as the strategic technology partner for leasing, sales and other customer-facing functions, and translate business objectives into technology requirements and portfolio priorities.
• Own the CLM demand portfolio: intake, assessment, prioritization, sequencing and progression through governance and delivery processes.
• Partner with stakeholders to develop business cases, including requirements, benefits, scope, dependencies, investment and success measures.
• Maintain a consolidated view of the portfolio: pipeline, delivery status, risks, resources, investment and expected outcomes.
• Drive transformation of the customer lifecycle across acquisition, conversion, leasing, sales, servicing and retention, and lead adoption of platforms such as Salesforce and SAP S/4HANA.
• Identify opportunities for automation, data, analytics and AI to improve customer experience and process efficiency.
• Work with solution architects, delivery teams and vendors to deliver scalable, secure, integrated solutions, and oversee their scope, schedule, budget, quality and readiness.
• Map customer journeys across digital and physical touchpoints, and manage vendor and implementation partners, including evaluation and performance monitoring.
• Define and track performance measures such as adoption, customer experience, lead conversion and service performance, and run post-implementation reviews.
• Support planning and monitoring of technology investments and project expenditure, with business cases, cost visibility and benefits tracking.

Required profile

• Bachelor's degree in Information Technology, Business Administration, Computer Science, Information Systems or a related discipline.
• 7-10 years of relevant experience, including 3-5 years in a managerial role in business relationship management, technology portfolio management, digital transformation, IT delivery or related areas.
• Strong experience in demand and portfolio management, business case development and delivery of customer-facing technology initiatives.
• Strong knowledge of CRM platforms, especially Salesforce, and of ERP platforms such as SAP S/4HANA and enterprise system integration.

Required skills

• Advanced: Customer Lifecycle Management, Demand & Portfolio Management, CRM platforms (Salesforce), Digital Transformation, Customer Journey Optimization, Solution Delivery & Integration, Business Case & Benefits Management.
• Intermediate: Data & Customer Analytics, Vendor & Technology Partner Management.