Job Grade: AM - DM

Reports to: Head IT Service Delivery

Group: IT Service Delivery

Job Overview: To provide strategic leadership and oversight for the Bank’s Customer Relationship Management (CRM) platform and services, ensuring reliable delivery, optimal system utilization, and seamless integration with enterprise and digital banking systems to support customer engagement and business objectives.

Key Responsibilities

• Define and execute the bank’s CRM strategy aligned with business, digital, and customer experience objectives

• Own and manage enterprise CRM platforms (e.g., Salesforce, Microsoft Dynamics, Oracle CRM, or equivalent)
• Drive customer segmentation, lifecycle management, personalization, and targeted engagement strategies
• Partner with Business, Marketing, Digital Channels, IT, and Data teams to deliver CRM-driven initiatives
• Oversee CRM integrations with core banking systems, digital channels, contact centers, and analytics platforms
• Ensure CRM supports multi-channel customer engagement (branch, mobile, web, contact center, email, SMS)
• Lead CRM-driven campaign management, customer journeys, and performance tracking
• Govern customer data usage in line with data privacy, regulatory (NDPR), and security requirements
• Monitor CRM system performance, data quality, and adoption across the organization
• Provide executive dashboards and reports on customer behavior, engagement, churn, and lifetime value
• Lead vendor management, CRM enhancements, upgrades, and roadmap planning
• Drive continuous improvement, automation, and innovation within CRM processes
• Perform other duties as assigned by Executive Management

Requirements

Required Knowledge, Skills and Abilities:

Technical & Functional Skills

• In-depth knowledge of CRM platforms and customer data architecture
• Strong understanding of customer lifecycle management and analytics
• Experience integrating CRM with enterprise and digital banking systems
• Knowledge of data governance, privacy, and security frameworks
• Strong reporting and dashboarding skills

Supervisory skills

• Strategic thinking and execution
• Team leadership and people management
• Stakeholder management and cross-functional collaboration
• Vendor and contract management
• Coaching and performance management

Generic Skills

• Analytical and problem-solving skills
• Strong decision-making capability
• Initiative and ownership
• Excellent written and verbal communication
• Organizational and coordination skills

Qualification & Experience

Mandatory

• Bachelor’s degree in STEM, Computer Science, Information Systems, Engineering, Business Administration, or related discipline
• Minimum of 8 years cognate experience in CRM, customer analytics, digital channels, or related roles
• At least 3 years in a leadership or senior management position
• ITIL Certification

Desirable

• Experience supporting large-scale or highly regulated financial institution
• Master’s Degree in relevant field
• Other relevant professional certifications and qualifications

Only shortlisted candidates will be contacted.