The Senior Manager for Enterprise Systems – CRM is responsible for transforming the CRM platform from an operational system to a strategic platform that delivers an end-to-end customer lifecycle experience. This role entails leading the strategic roadmap, implementation, and operational excellence of CRM systems across DP World, ensuring business needs are met through scalable, innovative, and data-driven technology solutions. The incumbent will serve as the key interface between business stakeholders and technology delivery teams, ensuring alignment with enterprise objectives and supporting DP World’s ambition to deliver exceptional customer experiences across touchpoints.
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Key Accountabilities:
- Strategy & Roadmap: Develop and drive the strategic CRM roadmap aligned with enterprise customer engagement goals.
- Collaboration & Adoption: Lead cross-functional collaboration to define CRM capabilities, champion customer data governance, and ensure platform scalability.
- Implementation & Delivery: Oversee CRM vendor selection, implementation planning, and manages multiple CRM enhancement projects.
- Operations & Support: Ensure oversight of day-to-day CRM operations and optimize team utilization and delivery processes.
- Team & Leadership: Lead a team of CRM product owners and analysts, fostering a collaborative and high-performing environment.
- Innovation & Insights: Collaborate with analytics and marketing teams to implement CRM-related innovations and monitor emerging technologies.
- Governance & Value Management: Track performance metrics, manage stakeholder relationships, and ensure compliance with data privacy and cybersecurity standards.
Qualifications, Experience, and Skills:
- Bachelor's degree in Computer Science, Engineering, or Business; Master’s degree is a plus.
- 12+ years of experience in CRM systems, preferably Microsoft Dynamics CRM or Salesforce.
- Proven experience in developing CRM strategies and implementing large-scale CRM programs.
- Expertise in translating business objectives into CRM capabilities and driving end-user adoption.
- Strong leadership skills and experience in building and mentoring high-performing teams.
- Familiarity with data integration and API-driven CRM architectures.
- Strong business acumen, vendor management, and budget ownership skills.
- Experience with Agile/DevOps delivery models and customer-centric product development.
DP World is a leading enabler of global trade, operating marine and inland terminals and related businesses worldwide. The CRM platform is vital for customer engagement and business growth, and this role is crucial for maximizing CRM capabilities to serve diverse business units and markets.
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
