Head of CRM Applications

Tawteen

Job Title: Head of CRM Applications

Department: IT Department

Main Role (Overall Accountability)

Job Summary:

We are looking for an experienced and visionary Head of CRM Applications to lead the end-to-end strategy, development, and support of our CRM ecosystem. The ideal candidate will have deep technical and functional expertise in Microsoft Dynamics 365 (MSD-365) and a strong understanding of customer journey management, sales, and service modules. Experience with VeriTouch (CRM for Financial Services) is a significant advantage. Additionally, the candidate must be well-versed in managing application vulnerabilities and have a solid understanding of the Software Development Life Cycle (SDLC).

Key Responsibilities:

Lead the CRM applications strategy, roadmap, implementation, and support.

Oversee configuration, customization, and integration of MS Dynamics 365 across business units

Manage the full CRM lifecycle: requirements gathering, gap analysis, SIT, UAT, deployment, and post-production support.

Supervise CRM vendors/partners ensuring deliverables are on time, within budget, and of high quality.

Own change management, upgrades, and compliance for CRM applications.

Ensure data integrity, performance tuning, and system reliability.

Lead a team of CRM developers, analysts, and support staff.

Required skills and Qualifications:

Bachelor s or Master s in Computer Science, Information Systems, or a related field.

Minimum 15 years of experience in enterprise applications, with at least 10 years in MS Dynamics 365 CRM.

Strong understanding of functional modules: Sales, Marketing, Customer Service, and Case Management.

Solid knowledge of Power Platform, Azure DevOps, and CRM integrations via APIs and middleware.

Excellent leadership, communication, and vendor management skills.

Soft Skills:

Leadership and Team Management Ability to inspire, guide, and manage cross-functional teams effectively.

Strategic Thinking Capable of aligning technology and operational goals with the overall business strategy

Communication Skills Strong verbal and written communication for effective interaction with internal teams, vendors, and regulators.

Decision-Making Confident in making sound decisions under pressure and with limited information.

Adaptability Comfortable navigating change and evolving technology landscapes.

Stakeholder Management Skilled in managing expectations and building trust across various levels of the organization

Attention to Detail Ensures accuracy in system design, compliance, and reporting.

Conflict Resolution Capable of managing disagreements constructively to reach common goals.

Collaboration Works well with cross-departmental teams to achieve shared outcomes.