Group Senior Manager - Enterprise Systems (CRM)
- دبي
- دائم
- دوام كامل
- Develops and drives the strategic CRM roadmap aligned with enterprise customer engagement goals
- Defines and maintains the CRM product roadmap, ensuring alignment with business priorities and emerging trends
- Evolves the CRM platform from a transactional system to a strategic customer platform covering sales, marketing, service, loyalty, and journey orchestration
- Leads cross-functional collaboration with commercial, customer service, and digital teams to define CRM capabilities and ensure adoption
- Champions customer data governance, customer 360 views, and integration across front-office and back-office systems
- Partners with functional and technical leaders to ensure CRM platform scalability and responsiveness to changing business needs
- Drives CRM vendor selection, solution architecture, implementation planning, and ongoing support
- Leads delivery management across multiple CRM implementation and enhancement projects, ensuring timely and quality execution
- Implements quality assurance measures and governance frameworks to ensure solution reliability and consistency
- Provides oversight of day-to-day CRM support operations, ensuring high service availability and performance
- Continuously optimizes effort allocation, team utilization, and delivery processes for efficiency and agility
- Leads a team of CRM product owners, analysts, and technical staff to deliver high-impact outcomes
- Builds and mentors a high-performing CRM team; fosters a collaborative, accountable, and continuous learning environment
- Collaborates with data analytics, AI/ML, and marketing teams to unlock customer insights and drive targeted campaigns
- Identifies and implements CRM-related innovations that enhance customer acquisition, retention, and loyalty
- Monitors and incorporates emerging CRM technologies and trends, ensuring platform innovation and competitive differentiation
- Tracks performance metrics (e.g., adoption, satisfaction, ROI) and implements continuous improvement initiatives.
- Manages stakeholder relationships across regions and business units, translating customer experience goals into system capabilities
- Ensures compliance with data privacy, cybersecurity, and enterprise architecture standards
- Manages budgets, vendor contracts, and resource allocation for CRM initiatives
- Bachelor's degree in computer science, Engineering, or Business
- Master's degree is a plus
- 12+ years of experience in CRM systems, preferably Microsoft Dynamics CRM, Salesforce, or equivalent enterprise platforms
- Proven experience in developing CRM strategies and implementing large-scale CRM programs across sales, service, and marketing functions
- Expertise in translating business objectives into CRM capabilities and driving end-user adoption
- Experience in cross-functional program management, stakeholder communication, and change management
- Demonstrated leadership in building and mentoring high-performing teams
- Experience with data integration, middleware, and API-driven CRM architectures
- Familiarity with customer journey mapping, loyalty platforms, personalization engines, and AI-led CRM innovations
- Strong business acumen, vendor management, and budget ownership skills
- Experience with Agile/DevOps delivery models and customer-centric product development
- Builds strong customer relationships and delivers customer-centric solutions
- Planning and prioritizing work to meet commitments aligned with organizational goals
- Experience in converting business processes and business requirements to process mappings, solution requirement specifications, use cases, solution architecture and test cases
- Experience in working in a client & project-oriented industry
- Experience in daily interactions with non-technology-oriented stakeholders
- Experience in successfully leading a project from concept through to final implementation and managing a team of technical subject matter experts to deliver projects successfully
- Experience in working with vendors and contractors and integrating their work into the overall project or solution plan, monitoring their progress and assuring quality of their deliverables
- Experience with various SDLC approaches