Full job descriptionERP Project Manager (Customer Service)
*Location: Hybrid with one day per week in central London
*Contract: 6 months minimum


Are you an ERP Project Manager who knows how a B2B contact centre actually runs?
Our client is in the middle of a major global ERP transformation, and our Customer Service (CSR) function sits right at the heart of it. System go-live is only half the battle—true success means our customer service teams can handle enquiries, manage orders, and solve problems confidently from day one without dropping a beat on customer experience.


We are looking for a pragmatic, high-energy ERP Project Manager (Customer Service) to lead the CSR workstream. You won’t be expected to configure the system yourself; instead, you will act as the vital bridge between our global ERP programme team and our busy operational leaders.


What you’ll be doing:
*Driving Delivery & Sprints: Translate high-level programme milestones into clear, achievable sprint plans, keeping owners accountable and removing blockers before they slow down the team.
*Protecting Customer Experience: Apply your hands-on knowledge of B2B contact centre workflows (order management, enquiries, complaints, escalations, and CRM/Salesforce touchpoints) to challenge designs and safeguard service levels.
*Simplifying Processes: Work with Business Process Owners to strip out unnecessary workarounds and drive genuine adoption of standardised global processes.
*Getting the Business Ready: Coordinate CSR data cleansing, User Acceptance Testing (UAT), role-based training, and operational readiness assessments—balancing project demands against BAU workloads.
*Owning Governance: Keep leadership informed with honest, evidence-based reporting, RAID management, and clear escalation of risks.


What we’re looking for:
*Proven track record delivering projects or business change workstreams within a B2B customer service or contact centre environment.
*Hands-on experience of ERP implementation and/ or migrations with a focus on Sales, Customer Success, contact centre, Customer Service, etc.
*A solid grasp of modules such as Order-to-Cash (O2C), Order Management, CPQ, Customer Service, FSM, RMA, Customer Success, Sales Control, Relation Management, Pricing, Product Catalog, etc.
*Strong command of sprint-based delivery, data readiness, UAT coordination, and business readiness planning.
*A natural collaborator who can push back constructively on missed deadlines, secure buy-in from busy operational managers, and stay calm under pressure.