Job description
The CRM Solutions Manager shall take the lead within Etisalat to
analyze, implement, deliver, and maintain, upgrade a cost effective
software solutions that meet enterprise (CRM, Customer Care, Sales,
Marketing) needs. In addition, the CRM Solution manager shall take the
lead within Etisalat to develop CRM Solutions roadmap (short-term and
long-term), which shall reflect and align with Etisalat CRM objectives,
and to ensure that this roadmap is realized in an efficient and
effective way.
Key responsibilities
1.Provide guidance and problem solving leadership for CRM Solutions team members
2.Ensure team adherence to demand process as well as best practices
in (Business Analysis, Architecture Standards, Software Development Life
Cycle, Quality Assurance)
3.Cross team and intra- departmental coordination
4.Team Management, Direct supervisory responsibility for the
analysts/experts, Define individual objectives for staff supervised,
document, and conduct
performance assessments, assesses individual training needs, manage
career development and recognize employee performance. Provides
leadership,
mentoring, coaching, and ongoing feedback to direct reports and
staff. Provides challenging assignments, opportunities for development.
Maximize team utilization and ensure workload balance.
5.Develop strong working relationship with all stakeholders:
Business units, vendors, IT sub departments, and external organization.
6.Select, communicate, and negotiate effectively with the vendors to
ensure a win-win situation and successful accomplishments of tasks
considering cost optimization without affecting the quality of the
vendors? deliverables.
7.Recommend budget for his unit and collaborate with CRM &
Fulfillment Senior Manager in planning & managing CapEx & OpEx
and ensure the alignment with Etisalat plans.
8.Collaborate with CRM & Fulfillment Senior Manager in managing
and setting the strategic objectives for the CRM & Fulfillment
division
9.Working with business and technical teams to evaluate and select technical solutions.
10.Align and coordinate with CRM Fulfillment Manager and CRM
Platforms Manager implementation requests for the projects assessed by
CRM Solutions team
11.Align the area's functions with Business Strategies &
Products, and facilitate empowering the business with innovative
solutions & technologies to help in achieving Etisalat strategic
objectives
12.Coach team managers to manage resources efficiently, develop
them, communicate with internal customers, & work on any
improvements needed.
13.Demonstrate ROI of solutions & explain the need for new expansions in terms of cost, business value.
14.Manage the development RFPs for new major/strategic solutions and
manage the vendor/suppliers to deliver the agreed solutions according
to the requirements.
15.Work on recruiting high caliber staff and ensure continuity plan for the team.
16.Represents the CRM & Fulfillment division in the implementation review forums and committees
17.Assist the CRM & Fulfillment Sr. Manager in preparing the weekly report
Qualifications
- University Degree in Engineering, Computer Science or Information Technology
- 7+ years Experience
- ? 2+ years of team management
- ? Excellent vendor management
- ? Excellent interpersonal skills (Negotiation, communications, etc...)
- ? Experience with large size projects implementation
- ? Excellent command of English language (Reading, Writing & Oral)
- ? Excellent Telecommunication knowledge
- ? Good knowledge of GSM Architecture, Business Support Systems
- ? Good Knowledge of current trends in IT, computer hardware, software capabilities
To Apply
