Group Senior Manager - Enterprise Systems (CRM)

The Senior Manager for Enterprise Systems – CRM is responsible for driving the transformation of the CRM platform from an operational system to a strategic platform that delivers an end-to-end customer lifecycle experience. The role involves leading the strategic roadmap, implementation, and operational excellence of CRM systems across DP World, ensuring that business needs are met through scalable, innovative, and data-driven technology solutions. The incumbent will be 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 experience across touchpoints.

Key Responsibilities

• Develop and drive the strategic CRM roadmap aligned with enterprise customer engagement goals.
• Lead cross-functional collaboration with commercial, customer service, and digital teams to define CRM capabilities and ensure adoption.
• Oversee CRM vendor selection, solution architecture, implementation planning, and ongoing support.
• Lead a team of CRM product owners, analysts, and technical staff to deliver high-impact outcomes.
• Collaborate with data analytics, AI/ML, and marketing teams to unlock customer insights and drive targeted campaigns.

Qualifications

• Bachelor’s degree in computer science, Engineering, or Business.
• 12+ years of experience in CRM systems, preferably Microsoft Dynamics CRM, Salesforce, or equivalent enterprise platforms.
• Proven experience in developing CRM strategies and implementing large-scale CRM programs across sales, service, and marketing functions.
• Strong business acumen, vendor management, and budget ownership skills.
• Experience with Agile/DevOps delivery models and customer-centric product development.