Manager - CRM Systems

Overview:

We are seeking a highly skilled and experienced CRM Applications Delivery Manager to join our dynamic IT team to oversee and project manage our internal CRM business applications. The position leads the design, testing, planning, budgeting, and implementation of complex CRM projects for systems and services that typically affect many employees and internal stakeholders. You will be instrumental in promoting the use of the system with internal stakeholders. Training and supporting the business to use the CRM system will be a key part of this role to ensure it is integrated into day to day operations and is the source of truth for prospect and client data. You will also will lead on CRM projects to support the ongoing development of our CRM strategy, this may include data and process improvement projects, system integration projects or the implementation of third-party systems to enhance our CRM capabilities.

This is a hands-on role and you will regularly work with other stakeholders and cross-functional teams acting as a bridge between the technical and service innovation/business development teams to ensure the technology solutions are practical and meet the needs of the business.

The role requires excellent working knowledge of the IT, infrastructure and technical aspects of CRM systems, as well as being sufficiently well-versed in business and functional aspects. This role is ideal for someone with strong operational excellence and leadership skillsets, outstanding prioritization, facilitation, and communication skills. This role suits candidates with experience of large, multi-national IT services and delivery organizations. Solid project management experience delivery projects in an agile manner and knowledge of various internal business systems is required.

Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries. Responsibilities:

• Lead and develop the business and process change implementation, providing input and solutions in relation to the CRM systems.
• Champion adoption of the CRM creating a wider understanding of the value it brings. Work with teams across the business to identify priority areas for development that have the most impact, be it on customer satisfaction, revenue or improved ways of working.
• Be an expert with respect to system functionality and best practices for implementation.
• Understand the strategic imperatives, business capabilities, and operating model for each of the service lines and business areas
• Assist business stakeholders to develop a plan for evolving Salesforce so that it supports and contributes to future revenue growth, client satisfaction, competitive positioning and operating efficiency
• Work closely with IT and digital teams in order to deliver maximum benefit from the CRM.
• Identify areas where the system is under-used or could provide improved ways or working and raise with the appropriate managers.
• Deliver – via your team of CRM specialists and consultancy resources – quality projects on time and within budget
• Facilitate the management, planning and governance of system demand so that IT service delivery is coordinated and optimized to reflect both the needs of the business area and those of the company as a whole.
• Take ownership of internal CRM user issues and follow-up on problems and issues through to resolution. Take responsibility for delivering new and existing projects. Identify ways to adapt the system to better support business processes. Clarify business cases for proposed solutions and workflows
• Improve the service delivery experience during the life-cycle of the CRM projects.
• Improve and develop implementation/project/delivery procedures, policies and standards in conjunction with the management team.
• Ensure accurate records and documentation for all projects and business stakeholders’ interactions are adhered to.
• Ensure data and quality standards are adhered to across the organization and action taken to ensure consistency and reduce duplication or inaccuracy. Ensure data protocols are understood by all CRM business stakeholders and users.
• Serves as a liaison between the IT team and business stakeholders, building strong relationships within the company.
• Work with senior management to build and execute the product roadmap for the company’s CRM applications, including sales process workflows, automation and integration strategies.

Qualifications:

• Bachelor’s degree or higher in computer science, computer engineering, information technology or any related. Proven working experience as a CRM Manager, CRM Delivery Manager, CRM Consultancy Manager or CRM Project Manager with IT focus.
• Experienced and in-depth understanding of a leading CRM system, ideally Salesforce and related software such as Pardot.
• Proven experience of good understanding of how effective use of a CRM system can support business growth, including experience or an awareness of other third-party platforms that will support with lead generation, relationship intelligence, CRM data automation and customer insights.
• Proven track record in overseeing CRM related integrations, IT migrations and automations.
• Attention to detail, with an ability to work with large amounts of records, identifying issues and resolutions to manage the data integrity.
• Well organized and effective time management skills to prioritize and manage multiple tasks at once to meet tight deadlines.
• Project management experience would be advantageous. + Excellent interpersonal and communication skills (written and verbal) with the ability to work closely and effectively with a diverse group of people and to establish and maintain effective and productive working relationships.
• Competencies in team dynamics by leading and motivating to obtain desired results.
• A high-level understanding of data regulation such as GDPR.
• Strong IT Application Project Management skills required; PMI or equivalent certification / relevant experience preferred.
• Proven experience structuring frameworks/approaches to complex problem-solving.
• Proven experience working successfully in large, complex, fast-paced organizations.
• Proven experience of strategic mindset in service of team and company objectives.
• Proven experience with effective people management skills aimed at improving productivity.
• Outstanding proficiency in the use of standard office software and reporting applications. Advance MS Office skills specifically with Excel and PowerPoint.
• Experience in Cloud and SAAS-based systems – highly preferable.

What we look for

If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.

What working at Core42 offers

Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

Work-Life: A hybrid work policy to strike the perfect balance between office and home.

Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.