Job Summary:
We are Seeking an experienced IT Director will oversee the strategy, development,
implementation, and optimization of the company’s Customer Relationship
Management (CRM) systems, with a focus on driving customer acquisition, retention,
and experience. This role requires a highly experienced professional with a solid
background in Microsoft Dynamics CRM, customer analytics, and cross-departmental
collaboration to develop and execute strategies that enhance customer relationships
and boost business performance. The CRM Director will manage a team and work
closely with other divisions, including Marketing, IT, and Sales, to ensure the
effective delivery of CRM systems, processes, and solutions.
Key Responsibilities:
CRM Strategy & System Design:
Develop and execute the overall CRM strategy to improve internal and external
customer relationships.
Lead the design and implementation of CRM systems, ensuring alignment with
business goals.
Oversee the review and selection of CRM software that best meets the company’s
needs.
Collaboration & Stakeholder Management:
Manage relationships with internal teams (Sales, Marketing, IT, CX) and external
vendors and partners to ensure seamless CRM integration and project delivery.
Collaborate with the Integration Services Team to ensure that CRM releases
integrate correctly with other business systems.
Customer Acquisition & Retention:
Develop and implement customer acquisition strategies, leveraging CRM and
marketing systems to drive new business.
Utilize CRM insights to design and optimize customer experience (CX) and sales
strategies.
Suggest new methods and tools to address customer needs and improve
engagement.
Metrics & Reporting:
Track and analyze CRM metrics, including conversion rates, customer engagement,
and sales performance.
Conduct market research to monitor industry trends, competitor activities, and new
customer acquisition methods.
Benchmark CRM performance and recommend strategies for continuous
improvement.
Team Leadership & Development:
Supervise and mentor the CRM team, ensuring they meet performance targets and
deliver CRM solutions efficiently.
Manage the recruitment, development, retention, and training of the CRM staff in
accordance with the budget.
Provide leadership in establishing policies, standards, and best practices for CRM
management.
Project Management & Execution:
Manage CRM projects end-to-end, ensuring timely delivery within scope and budget.
Handle escalations and resolve any CRM-related issues in a timely manner, ensuring
minimal impact on business operations.
Ensure the CRM system is regularly maintained, optimized, and bugs are fixed
promptly.
CRM Systems Maintenance & Optimization:
Oversee the ongoing maintenance of existing CRM applications and ensure they are
continually optimized.
Monitor and report on service performance, ensuring continuous improvements are
made.
Identify and implement process improvements within the CRM systems to enhance
efficiency and effectiveness.
Digital CRM Transformation:
Lead the development and implementation of CRM digital initiatives across the
organization, integrating new technologies and best practices.
Qualifications & Skills:
Education:
Bachelor's degree in Information Technology, Computer Science, Business
Administration, or a related field. A Master's degree is a plus.
Experience:
At least 12 years of experience in Information Technology or a related field, with a
focus on CRM systems and customer data management.
Minimum 2 years in a managerial or leadership position, with direct experience
managing CRM teams and projects.
Proven work experience with Microsoft Dynamics CRM or similar CRM platforms.
Strong background in customer acquisition strategies, digital marketing, and
customer experience management.
Technical Skills:
Expertise in CRM and analytics systems, with a solid understanding of system
integration, web analytics, and data-driven decision-making.
Familiarity with CRM methodologies, online CRM best practices, and customer
lifecycle management.
Proficiency in using CRM tools, data analytics platforms, and project management
software.
We are a local company licensed by the Ministry of Labor and Social Development specialized in providing recruitment services and a complete set of HR solutions based on the highest quality and professionalism to enable all our clients' requirements in all categories.