CRM Systems Manager

Blake Anderson

UAE

Ref: KP429-254

Job description / Role

Employment: Full Time

• To manage the implementation, development and operations of the new CRM platform – loyalty and offer management, campaign management, call centre, digital asset management and data warehouse. To lead the overall design, implementation and evolution of the CRM Platform systems and continuous and proactive proposals to business and CRM team of new and innovative practices that will be enabled by the CRM systems.
• Ownership, management and development of the CRM platform capabilities in line with company strategic objectives
• Be the ‘point of reference/excellence‘ for the Business Units, users, IT and suppliers for implementation and future improvements proposals.
• Act as a SME within CRM and BU to facilitate, input and guide decision making.
• Ensure the CRM Platforms adopt best practices and developments – ensuring the business is made aware of new technological developments that align with omni-channel objectives for consideration

Requirements

Functional Responsibilities
• Manage the CRM systems team (currently 11 people)
• Drive the strategy for CRM systems development, including system availability, disaster recovery, and performance
• Leading the CRM Systems team and liaising with the VP of CRM, analyse and design capabilities/requirements and software specifications for CRM platform systems and modules, that include, Direct Marketing Systems, Loyalty Management Systems, Customer Mobile Apps/clienteling Mobile Apps, Digital Asset Management Systems and Customer Care Systems.
• Lead the CRM systems team in the translation of business requirements into software specs and configurations for CRM Platform System
• Provide post system implementation support and maintenance of CRM systems to suit business requirements and drive its operation to enhance business efficiency & effectiveness.
• Oversee internal and external / third party resources in the execution of CRM system related initiatives.
• Identify improvement opportunities, collate and document functional requirements, in order to enhance CRM Platform System capabilities by continuously interacting with Business, CRM team, Users and System Integrator/Vendor Teams.
• Benchmark and monitor best practices and research from Vendors, clients and external parties, to ensure CRM systems adopt and lead market best practice where appropriate
• Plan and monitor maintenance and improvement interventions on the different CRM systems , interacting with and coordinating Application Maintenance Vendor /System Integrator, Third Party Vendor and IT, ensuring the systems conform to requirements (functional, time and budgetary)

About the Company

Blake Anderson is a boutique consultancy based in the UK, with a satellite office in Dubai. Specialising in Technical and Construction Recruitment, Blake Anderson provides a superior service to clients and candidates within the construction and technical sectors.

We concentrate on placing professionals throughout the world, focusing mainly on the Middle East and Asia, drawing on both the global and local markets for highly qualified professionals. In order to attract the best talent, we invest in various high-end advertising mediums.

With a database of 1,000's of candidates, our experienced consultants have a wealth of recruitment knowledge and have a consultative approach at all times, ensuring a second to none service.

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