CRM Platforms Manager

Key Accountabilities:

Manage the team members in terms of coaching, motivation, performance evaluation and training, ensuring efficient utilization of the resources' capacity, in order to meet the department's plans and reach the desired outcome.

Manage the business relationships with the vendors starting from the cycle of RFPs and vendor selection until managing the platforms' operational issues to ensure maximum RIO on Etisalat.

Manage the platform in terms of implementation, enhancement requests, assessing the business requirements' feasibility to maintain the platform's proper operations.

Liaise with the Support team during the production phase to resolve any conflicts for a smooth handover process.

Collaborate with the Governance team in enhancing the internal processes to ensure that the IT operations are running in the most efficient way.

Define the projects' roadmaps after analyzing the telecomm market to get insights of the latest trends and build investments decisions accordingly.

Develop & motivate team to ensure highly performing team and maintain the healthy working environment between the different teams.

Work on recruiting high caliber team members and ensure continuity plan for the team.

Properly plan and manage the areas’ budget (CapEx & OpEx) and ensure the alignment with Etisalat plans.

Plan & manage the execution for the needed expansions and new systems to serve Etisalat business requirements.

Build, maintain, and ensure scalability of systems that highly impact customers and revenue in different channels

Ensure & facilitate the development and maintenance of an efficient demand process to the different demand areas, in addition to; the alignment with the IT Products and Services processes.

Ensure & facilitate the development and maintenance of an efficient delivery process for the CRM Platforms area.

Align strategic projects and expansions with business strategies to serve Etisalat strategic objectives in the areas of the CRM Platforms Systems.

Align the area's functions with business strategies & products, and facilitate empowering the business with innovative solutions and technologies to help in achieving Etisalat strategic objectives.

Ensure all CRM Platforms area strategies are aligned with IT management & business departments and agree on the priorities and timelines.

Responsible for managing large scale projects with significant money values and complex deliverables.

Coach the team to communication with internal customers and work on any improvements needed.

Demonstrate company values and compliance with company policy.

Customer Centricity : Creates a positive internal customer experience during internal customer journeys and touch points

Innovation: Continuously learn new trends in the market and propose new ideas, approaches and insights

Operational Excellence: Takes responsibility—Accepts responsibility for outcomes of one's work; with focus on accurate high quality operations daily routine, processes and workflows.

People Management: Demonstration of team spirit and a proactive collaboration with cross functional projects.

Qualifications Essential

Masters Leadership, program management, project management and software development cycle management.

Master budget & vendor management.

Excellent knowledge of Marketing, Customer Care and Sales applications.

Excellent knowledge of Telcom operators industry.

Excellent interpersonal skills (Negotiation, communications, etc.)

Ability to solve complex programming problems.

Cross functional experience/exposure (Marketing, Sales, Customer Care, Finance, etc.)

Experience with large size projects implementation.

Leadership and people management skills.

Excellent knowledge of CRM systems (Contact Center, Siebel, Loyalty, Sales, Extranet, etc..)

Excellent knowledge of different software programming languages. Java prefered.

Good Knowledge of SQL is a must. PL/SQL (Preferred).

Good knowledge of application performance tuning techniques.

Ability to manage Large projects.

Qualifications Desirable

Knowledge of UML and design patterns (Preferred).

Experience Essential

8+ years’ experience in software development and/or System Analysis.

Experience with Databases and programming languages.

Experience with Medium to Large Projects implementations

Experience with Software development life cycle

Experience in vendor management.

Experience in team management.

Experience with CRM systems (Contact Center, Siebel, Loyalty, Sales, Extranet, etc..)