Head Customer Relati....
Head Customer Relationship Management
Posted on :
20-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2547058
Job Title: Head Customer Relationship Management
Reports to: Group Head Customer Experience Strategy
Supervisees: CRM Analysts CRM Support Officers
Job Objective: To provide leadership and subject matter expertise in relation to the CRM platform Microsoft Dynamics 365 across the enterprise. This encompasses the provision of appropriate processes systems technical support and governance thereby driving excellence across key elements of service delivery to customers of the Bank ranging from performance to accountability.
Accountabilities:
1. Lead the team in the formulation of CRM strategies and programs and ensure that they stay aligned with the business s overall objectives.
2. Lead the entire CRM Team in project deployment user support system support user administration and training.
3. Identify continuous improvement opportunities for the Bank to ensure it maximizes the abilities of the CRM solution
4. Serve as the liaison between the business and technical teams in executing the bank s CRM strategy. design implement and support sales solution for the automation of sales processes in the bank.
5. Champion Bank wide CRM adoption efforts in partnership with other SBU leadership through collaboration on developed strategic initiatives.
6. Render timely periodic Executive Management reports highlight insights and make recommendations of actions to improve outcomes
7. Coordinate collaborative CRM activities with other teams and departments in the Bank.
2. Lead the entire CRM Team in project deployment user support system support user administration and training.
3. Identify continuous improvement opportunities for the Bank to ensure it maximizes the abilities of the CRM solution
4. Serve as the liaison between the business and technical teams in executing the bank s CRM strategy. design implement and support sales solution for the automation of sales processes in the bank.
5. Champion Bank wide CRM adoption efforts in partnership with other SBU leadership through collaboration on developed strategic initiatives.
6. Render timely periodic Executive Management reports highlight insights and make recommendations of actions to improve outcomes
7. Coordinate collaborative CRM activities with other teams and departments in the Bank.
8. Lead change management efforts as frequently as system enhancements are deployed.
Requirements
This role requires that the job holder must:
Provide the best possible solution to problem solving or decisionmaking by conscientiously testing examining facts trying different alternatives and careful strategic planning
Evaluate situations calculate and reduce risk justify and defend accuracy give reasons for views and generally provide shrewd judgment in any situation
Consider problems as a challenge collect information relevant to the problem be disciplined in ascertaining the root cause identify and develop a practical solution communicate her findings and implement action to resolve the problem.
Educational Qualification:
- First degree in relevant discipline.
- Professional certification in Microsoft Dynamics
Qualification:
- Minimum of 6 years experience in a similar role within the Banking and Financial Services sector
Employment Type
Full Time
Key Skills
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