Team Lead, Customer Relationship Management

<p><strong>Job Grade:</strong> AM - DM</p><p><strong>Reports to: </strong>Head IT Service Delivery</p><p><strong>Group: </strong>IT Service Delivery</p><p><strong>Job Overview:</strong> To 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.</p><p><strong>Key Responsibilities</strong></p><ul><li>Define and execute the bank’s CRM strategy aligned with business, digital, and customer experience objectives </li></ul><ul><li>Own and manage enterprise CRM platforms (e.g., Salesforce, Microsoft Dynamics, Oracle CRM, or equivalent) </li><li>Drive customer segmentation, lifecycle management, personalization, and targeted engagement strategies </li><li>Partner with Business, Marketing, Digital Channels, IT, and Data teams to deliver CRM-driven initiatives </li><li>Oversee CRM integrations with core banking systems, digital channels, contact centers, and analytics platforms </li><li>Ensure CRM supports multi-channel customer engagement (branch, mobile, web, contact center, email, SMS) </li><li>Lead CRM-driven campaign management, customer journeys, and performance tracking </li><li>Govern customer data usage in line with data privacy, regulatory (NDPR), and security requirements </li><li>Monitor CRM system performance, data quality, and adoption across the organization </li><li>Provide executive dashboards and reports on customer behavior, engagement, churn, and lifetime value </li><li>Lead vendor management, CRM enhancements, upgrades, and roadmap planning </li><li>Drive continuous improvement, automation, and innovation within CRM processes </li><li>Perform other duties as assigned by Executive Management</li></ul>