Team Lead, Customer Relationship Management

About the role

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 such as Salesforce, Microsoft Dynamics, Oracle CRM, or equivalents.
• 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 engagement across branch, mobile, web, contact center, email, and SMS.
• Lead CRM‑driven campaign management, customer journeys, and performance tracking.
• Govern customer data usage in line with 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, churn, and lifetime value.
• Lead vendor management, CRM enhancements, upgrades, and roadmap planning.

Required profile

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

Required skills

• In‑depth knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, Oracle CRM.
• Strong reporting and dashboarding capabilities.
• Experience with data governance, privacy, and security frameworks.
• ITIL certification.