CLM Senior Portfolio Manager

JOB DETAILSPosition Title: Senior Portfolio Manager – Customer Lifecycle Management (CLM)

Reports to: Head of Business Relationship & Delivery Management
Department: Information Technology

POSITION SUMMARY

The Senior Portfolio Manager – Customer Lifecycle Management (CLM) manages the technology portfolio supporting customer-facing business functions, with primary focus on leasing, sales, and the end-to-end customer lifecycle. The role serves as a strategic interface between business stakeholders and technology teams, translating business priorities into a structured portfolio of digital and technology initiatives. It manages demand intake, prioritization, business cases, solution delivery, and portfolio performance to ensure investments deliver measurable business and customer outcomes. The role drives customer lifecycle transformation through CRM, ERP, digital channels, automation, data, analytics, and emerging technologies. Working across business, technology, and external partners, the position ensures solutions are integrated, scalable, customer-centric, and aligned with organizational transformation priorities.

JOB DIMENSIONS

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDSKey Accountabilities

• Act as the strategic technology partner for leasing, sales, and other customer-facing functions, developing a strong understanding of business priorities, operational challenges, and customer lifecycle requirements.

• Translate business objectives and customer needs into technology requirements, portfolio priorities, and transformation initiatives aligned with the organization's business and digital strategy.

• Own and manage the CLM demand portfolio, overseeing demand intake, assessment, prioritization, sequencing, and progression through the appropriate governance and delivery processes.

• Partner with business stakeholders to develop business cases for proposed initiatives, defining business requirements, expected benefits, scope, dependencies, investment requirements, and success measures.

• Maintain consolidated visibility of the CLM portfolio, including pipeline, delivery status, dependencies, risks, resource constraints, investment requirements, and expected business outcomes.

• Drive technology-enabled transformation of the customer lifecycle across acquisition, conversion, leasing, sales, servicing, retention, and other relevant customer touchpoints.

• Lead the business adoption and enhancement of customer lifecycle platforms, including Salesforce, SAP S/4HANA integrations, digital applications, and other customer-facing solutions.

• Identify opportunities to leverage automation, data, analytics, AI, and digital capabilities to improve customer experience, process efficiency, personalization, and business performance.

• Partner with solution architects, delivery teams, technology specialists, and vendors to define and deliver scalable, secure, integrated, and customer-centric solutions that meet agreed business requirements.

• Oversee delivery of assigned portfolio initiatives, monitoring scope, schedule, budget, dependencies, risks, quality, and business readiness, and initiating corrective actions or escalation where required.

• Map and assess customer journeys across digital and physical touchpoints, identifying pain points and opportunities to simplify processes and improve the overall customer experience.

• Establish effective governance and communication with business stakeholders, providing clear visibility of portfolio priorities, delivery progress, risks, dependencies, and decisions required.

• Manage technology vendors and implementation partners supporting CLM solutions, including participation in solution and vendor evaluation and monitoring delivery performance against agreed requirements.

• Define and monitor portfolio and solution performance measures, including business adoption, customer experience, process efficiency, lead conversion, service performance, and other agreed benefits.

• Conduct post-implementation reviews and use business feedback, performance data, and customer insights to identify opportunities for continuous enhancement of CLM platforms and processes.

KEY TECHNICAL SKILLS AND KNOWLEDGECompetencyDescriptionProficiency Level

Customer Lifecycle Management

Design and manage technology capabilities supporting customer acquisition, conversion, servicing, engagement, and retention

Advanced

Business Relationship Management

Translate business strategy and priorities into technology requirements, investment priorities, and delivery outcomes

Advanced

Demand & Portfolio Management

Manage demand intake, prioritization, portfolio planning, dependencies, governance, and performance

Advanced

CRM & Customer Platforms

Apply strong knowledge of CRM platforms, particularly Salesforce, to enable customer lifecycle and engagement capabilities

Advanced

Digital Transformation & Innovation

Identify and drive opportunities using digital platforms, automation, AI, and emerging technologies

Advanced

Customer Journey & Experience Optimization

Assess customer journeys and translate pain points and opportunities into technology-enabled improvements

Advanced

Solution Delivery & Integration

Oversee delivery of integrated solutions across CRM, ERP, digital channels, and enterprise platforms

Advanced

Data & Customer Analytics

Apply data and analytics to customer insights, performance measurement, personalization, and decision-making

Intermediate

Business Case & Benefits Management

Develop business cases and monitor realization of expected business and customer outcomes

Advanced

Vendor & Technology Partner Management

Manage technology partners and vendor performance against scope, quality, cost, and delivery requirements

Intermediate

COMMUNICATIONS & WORKING RELATIONSHIPSInternal:

Head of Business Relationship & Delivery Management, Business Transformation and Business Excellence teams, Leasing, Sales, Customer Experience, Marketing, Finance, Legal, IT and Technology teams, Enterprise Architecture, Data and Analytics, Information Security, and other relevant business functions.

External:

Technology vendors, Salesforce and ERP implementation partners, system integrators, consultants, digital solution providers, and other specialist technology partners.

WORK SETTING & DECISION AUTHORITY

Operates across business and technology functions in a complex transformation environment involving multiple customer platforms, stakeholders, vendors, and concurrent initiatives. The role manages CLM portfolio priorities, demand assessment, delivery oversight, and stakeholder alignment within established governance and delegated authority. Exercises judgment in prioritizing demand and resolving portfolio and delivery issues, escalating significant investment, architecture, resource, commercial, or strategic decisions as appropriate.

FINANCIAL RESPONSIBILITIES

Supports planning and monitoring of technology investments and project expenditure across the assigned CLM portfolio. Ensures initiatives are supported by appropriate business cases, cost visibility, benefits tracking, and financial governance, while monitoring vendor and project expenditure against approved budgets.

SELECTION CRITERIAQualifications and Experience (Essential):

• 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, particularly Salesforce, with understanding of ERP platforms such as SAP S/4HANA and enterprise system integration.
• Experience supporting customer lifecycle processes across areas such as leasing, sales, CRM, customer service, or digital customer channels.
• Strong stakeholder management, analytical, commercial, project delivery, and communication capabilities.

Desirable:

• Master's degree in Business, Technology, Digital Transformation, or a related field.
• Experience within real estate, asset management, property, hospitality, or other customer-intensive industries.
• Exposure to AI, automation, customer analytics, digital experience platforms, and enterprise transformation programs.
• Relevant certifications in project/program management, agile delivery, Salesforce, business relationship management, or portfolio management.