Job Description
Leads the strategy, architecture, and end-to-end ownership of customer platforms including CRM, customer data, order management, and related systems. Ensures scalable, reliable, and integrated solutions that enable seamless customer journeys, operational efficiency, and data-driven decision-making across the enterprise.
Job Responsibilities
Define and own the customer systems strategy, roadmap, and target architecture (CRM, customer data, order and case management)
Lead solution design, engineering, and delivery of customer platforms and integrations
Ensure data consistency, governance, and a single customer view across all systems
Drive system reliability, performance, security, and observability
Oversee modernization, automation, and adoption of cloud and DevOps practices
Collaborate with business, digital, channel, and analytics teams to align priorities and outcomes
Manage vendors, budgets, risks, and delivery timelines
Enable insights and analytics to improve customer experience, retention, and revenue
Solid SQL and relational database concepts (queries, joins, data modeling)
Understanding of REST APIs, JSON, and system integrations
Knowledge of web/client–server architecture and SaaS/cloud platforms
Ability to analyze, clean, and manipulate data (CSV/Excel/Sheets)
Basic scripting or automation mindset to eliminate manual processes
Familiarity with Git/version control and basic command-line usage
Familiarity with leading AI SaaS tooling ecosystems (LLMs such as GPT, Claude, Gemini; AI coding platforms like Cursor, Replit, etc.)
Effective use of AI coding assistants and agentic tools (e.g., AI-augmented prompts that generate, refine, and test code)
Linux fundamentals and command-line proficiency (shell, processes, logs, networking basics)
Qualification
Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline; Master’s degree preferred.
Experience: 10–12 years of experience in CRM, customer management platforms, or CX systems, with at least 4–5 years in a leadership role managing large-scale customer platforms, preferably within telco or high-volume digital environments.
Customer Data & CRM Expertise: Strong understanding of customer data management, CRM workflows, loyalty systems, and customer lifecycle processes.
Omnichannel & Journey Enablement: Proven experience enabling end-to-end customer journeys across digital, sales, service, and IVR channels.
Data Privacy & Compliance: Solid experience in customer data privacy, consent management, and regulatory compliance (e.g., PDPA/GDPR-equivalent).
Leadership & Cross-Functional Collaboration: Demonstrated ability to lead customer platform teams, manage vendors, and collaborate effectively with CX, commercial, data, architecture, software, integration, and operations stakeholders
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