Summary: Responsible for leading a team in analyzing business requirements and managing the planning and execution of Customer Relationship Management (CRM) technology programs to enhance customer satisfaction and develop long-term loyalty. Acts as a liaison between IT and business communities, overseeing the development of a technology framework that supports enterprise customer response processes.

Responsibilities:

• Lead and manage a team of analysts and developers in designing, developing, and maintaining CRM systems and applications.
• Collaborate with Sales, Marketing, and business units to develop CRM strategies and support customer campaigns and promotions through CRM database insights.
• Oversee the integration of CRM technologies with various customer service channels, such as mail, email, web, and call center.
• Ensure alignment of data management, infrastructure, and development with enterprise CRM needs.
• Lead the research, evaluation, and selection of CRM technologies.
• Mentor and manage supervisors, project leads, and technical staff.
• Frequently report to senior management, providing updates on CRM initiatives and projects.

Required Skills:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
• Minimum of 7 years of IT work experience, including management of data warehousing, decision support systems, or marketing support information systems.
• Strong project management skills in planning and monitoring projects in a cross-functional environment.
• Thorough understanding of data architectural development methodology, process and data modeling, and CRM solutions.
• Working knowledge of database marketing methodologies and processes, including channel and segment marketing, direct marketing, and online marketing.

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