The main objective of this role is to design, develop, and support robust and cost-effective Customer Relationship Management (CRM) and Customer Engagement solutions. This includes technical design, configuration, deployment, cost estimations, and the development and approval of business cases.
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Key Responsibilities:
- Lead the technical design and development of customizing CRM platforms such as Salesforce, Microsoft Dynamics, and HubSpot, while tailoring branding and communications solutions like Campaign Manager.
- Translate functional and non-functional requirements from CRM, Customer Data, Customer Engagement, and Experience systems into technical specifications, coordinating with solution architects to ensure scalable and high-quality solutions aligning with IT standards.
- Formulate and execute strategies for data integration between CRM systems and other business applications, ensuring data integrity and accuracy.
- Oversee usage of system licenses with clearly defined security controls, including user access control.
- Mentor and guide software engineering teams to apply appropriate architectural patterns while generating, reviewing, and approving technical designs that align with these patterns.
- Develop and maintain comprehensive technical documentation for design, deployment, configuration, customization, and integration of customer experience-related solutions.
- Lead discovery phases for medium to large projects, create high-level designs, initiate proof-of-concepts, and execute prototypes to validate conceptual ideas.
- Advocate for automation and lean principles in software development, conducting root cause analyses and incident review sessions to refine software and data engineering playbooks.
- Investigate, debug, and resolve complex issues while fostering built-in quality within software engineering teams in collaboration with quality assurance.
- Develop an accelerator framework to improve technology solution quality and software engineer productivity.
- Provide coaching and mentoring to software development team members, focusing on best practices in software engineering, code quality, and algorithm implementation.
- Measure and monitor software engineering metrics that enable agility, scalability, data quality, and reliability of technology solutions enterprise-wide.
- Provide critical input into the technical debt remediation strategy and execution with support from environment, service, infrastructure management, and cybersecurity teams.
Qualifications:
- Bachelor's Degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in designing, implementing, and supporting CRM systems.
- Process Airline Experience and experience working in a multicultural environment are preferred.
- Fluent in English.
- Overall experience: 8 - 10 years.
Competencies:
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to Achieve
- Resilience & Flexibility (Can-do attitude)
ISR Requirements:
- Comply with the ISR policies of the company, reporting any weaknesses or incidents to the respective Line Manager or Information Security team.
- Complete all required ISR awareness sessions and follow associated guidelines in day-to-day business operations.
