About The Role

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