Project Manager, CRM

(2-year Contract)

Médecins Sans Frontières (MSF) is an international humanitarian organization that provides impartial medical care to people affected by conflict, epidemics, disasters, or exclusion from health care in over 70 countries. We welcome candidates who bring a wide variety of backgrounds and experiences to join us in working toward MSF’s common mission. ​

Job Purpose​

Oversee the planning and execution of the Customer Relationship Management (CRM) System sponsored by the management team of MSF Hong Kong. The project manager will be responsible for ensuring that the project is aligned with the organization’s vision, mission, and goals, and that they are completed on time, within budget, and with high quality. 
The job holder will be managing the whole CRM project cycle in 2025-26.
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Main Duties and Responsibilities​

• Ensure the success of the assigned project to achieve the agreed scope, schedule, budget, and quality standards
• Define and scope the project objectives, deliverables, and requirements, and obtain timely approval from the project sponsors and stakeholders 
• Develop and maintain a comprehensive project plan that covers all aspects of the project, such as scope, schedule, budget, resources, quality, risk, and communication
• Coordinate and manage the project team and assign tasks and responsibilities according to their skills and availability
• Manage project stakeholders, including sponsors, vendors and internal teams, and ensure effective communication and collaboration throughout the project lifecycle
• Track and report project performance, status, timeline and deliverables. Provide regular updates to Project Steering Committee and stakeholders to ensure smooth implementation according to timeline and budget
• During the project, manage the change to the project to allow only necessary and justifiable reason
• Identify risks, and issues. Respond quickly by proposing and implementing appropriate mitigation and contingency plans. Alert management timely in case of critical issues identified
• Ensure that the project deliverables meet the quality standards and expectations of the project sponsors and stakeholders 
• Ensure compliance with the company’s policies, procedures, and best practices, as well as relevant industry standards and regulations
• Produce and maintain project documentation covering planning, action plans, timelines, budgets, and briefs
• Conduct project closure and handover activities. Document and share the project lessons learned and best practices by end of the project

• Manage the MSF HK CRM project in 2025/2026
• Analyse internal process of Fundraising Team and Donor Service Unit. Identify and deploy CRM features to bring improvement to efficiency, automation and other fundraising targets, such as donor engagement and income.  
• Besides, also incorporate functions for stakeholder management for the company, including onboarding & engagement journey, responses tracking, etc.
• Identify, source and manage vendors to deliver the project according to our business needs, within the organizations’ constraints
• Prepare documents for the procurement process
• Liaise with vendors and internal stakeholders to complete project tasks
• Manage the project budget effectively 
• Migrate data between legacy and new CRM systems
• Organize the User Acceptance Test (UAT) with end users
• Organize and conduct training to end users
• Manage support and enhancements after launch

The Ideal Candidate ​

• Bachelor degree or above in Business, I.T., Project Management or related discipline
• 5 years’ experience in managing and implementing CRM system for a large-scale organisation
• Strong understanding of CRM architecture and implementation methodologies. 
• Working knowledge in industry leading CRM system like Microsoft Dynamic and/or Salesforce
• Ability to align CRM features with business needs and optimize workflows through business process mapping
• Expertise in generating insights from CRM data using built-in reporting tools or external BI solutions
• Familiar with Project Management Methodologies: Agile, Scrum, or traditional project management frameworks
• Vendor & Stakeholder Management: Experience in coordinating with CRM vendors, consultants, and internal teams
• Understand and application of the IT security principles 
• Experience in system integration with APIs
• Excellent written & verbal communications skills (in both English and Chinese) and interpersonal skills
• Proven track record in large scale CRM project implementation
• Project Manager qualification like PMP and/or Scrum Master certification
• Product Knowledge certification: Microsoft Dynamic and/or Salesforce
• Experience / knowledge of working with international organizations and/or NGOs would be an advantage