CRM Technical Expert

Responsibilities:
• Manage the team members in terms of coaching, motivation, performance evaluation and training, ensuring efficient utilization of the resources' capacity, in order to meet the department's plans and reach the desired outcome.
• Manage the business relationships with the vendors starting from the cycle of RFPs and vendor selection until managing the platforms' operational issues to ensure maximum ROI on Etisalat.
• Define the projects' roadmaps after analyzing the telecom market to get insights of the latest trends and build investments decisions accordingly.
• Manage the platform in terms of implementation, enhancement requests, assessing the business requirements' feasibility to maintain the platform's proper operations.
• Liaise with the Support team during the production phase to resolve any conflicts for a smooth handover process.
• Collaborate with the Governance team in enhancing the internal processes to ensure that the IT operations are running in the most efficient way.
• Participate in task force / committees as requested to ensure timely and efficient workflow.
• Liaise with the Budgeting Team in planning the department's expenditures and ensure sufficient resources throughout the year.
• Analyze and prepare projects' reports concerning the platforms performance and the utilization of resources, to be presented to the Top Management to facilitate the decision-making process.