CRM Manager
Dubai Islamic Bank
Total years of experience :17 years, 0 Months
Position: Unit Head - CRM Manager (Reporting to SVP head of Electronic Channels & CRM)
Initially hired as a System Analyst and currently heading CRM unit which is responsible for CRM implementation
across all Sales & Service channels in DIB.
In the current position as Manager CRM, the job role is to lead a team of senior professionals to drive the CRM
program implementation. Continuously, enhancing and extending the CRM platform to service new business
teams.
Key responsibilities:
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- Take responsibility for both strategic and tactical activities and assume full responsibility of the CRM
program to ensure user adoption and proper usage of CRM across Sales & Service channels
- Work closely with Consumer Banking to evaluate the effectiveness of CRM program usage and optimize
ongoing lifetime value and to introduce meaningful features, BI requirements & enrich the CRM experience
- Partner with IT and external vendors (if/where required) to plan & manage projects and deliveries
- Liaise with bank’s key stakeholders in the organization (products,
sales, marketing, innovations, and IT) and partner agencies to develop
working strategies to increase engagement, Cross-sell, BPR, Offerings,
and leverage on digital platforms
- Manage periodic system extension/enhancements releases to ensure
platform capabilities are best used and fitted for diverse business
requirements.
- Supervise, design, and execute needed end-user trainings and
knowledge transfer continuously providing innovative strategies and ideas to increase user adoption
- Manage a team of qualified professionals who are responsible in the execution of business documentations,
technical reviews, user acceptance tests, and overall system administration
Position: Senior Professional Consultant (Reporting to Country Manager)
Started as Junior Implementation Consultant and then promoted to Senior Implementation Consultant, Product Lead and
then to Accounts Manager. The area of responsibility were System implementation and documentation, training and
conflict resolutions with consultancy.
Key responsibilities:
- Business accounts management including managing relationships, developing business proposals, and tailored offerings as needed.
- Plan and execute system implementations including automations, integrations, and provide needed functional trainings to end users
- Supervise and lead project resources and act as engagement professional for clients where multi-parties are involved
- Extensive pre-sales activities including
systems presentations and demonstrations
- Engage in Pre-Sales activities including systems presentations and customized demonstrations & POCs
- Perform Business Requirements analysis, design solutions, and provide suggestions based on applications knowledge and best practices.
- End to end implementation of business solutions across various stages starting from proposals development till GoLive signoff (exp:
detailed requirements gathering, GAP Analysis/documentation, system implementation, training, GOLIVE and Post Live support)
Overall GPA: 3.47