Role Summary
Leads the strategy, architecture, and end-to-end ownership of customer platforms including CRM, customer data, order management, and related systems. Ensures scalable, reliable, and integrated solutions that enable seamless customer journeys, operational efficiency, and data-driven decision-making across the enterprise.
Job Responsibilities
- Define and own the customer systems strategy, roadmap, and target architecture (CRM, customer data, order and case management)
- Lead solution design, engineering, and delivery of customer platforms and integrations
- Ensure data consistency, governance, and a single customer view across all systems
- Drive system reliability, performance, security, and observability
- Oversee modernization, automation, and adoption of cloud and DevOps practices
- Collaborate with business, digital, channel, and analytics teams to align priorities and outcomes
- Manage vendors, budgets, risks, and delivery timelines
- Enable insights and analytics to improve customer experience, retention, and revenue
Technical Competencies
- Strong programming fundamentals with proficiency in Python, JavaScript, or Java
- Solid SQL and relational database concepts (queries, joins, data modeling)
- Understanding of REST APIs, JSON, and system integrations
- Knowledge of web/clientserver architecture and SaaS/cloud platforms
- Ability to analyze, clean, and manipulate data (CSV/Excel/Sheets)
- Basic scripting or automation mindset to eliminate manual processes
- Familiarity with Git/version control and basic command-line usage
- Familiarity with leading AI SaaS tooling ecosystems (LLMs such as GPT, Claude, Gemini; AI coding platforms like Cursor, Replit, etc.)
- Effective use of AI coding assistants and agentic tools (e.g., AI-augmented prompts that generate, refine, and test code)
- Linux fundamentals and command-line proficiency (shell, processes, logs, networking basics)
Qualification
- Education: Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline; Master's degree preferred.
- Experience: 1012 years of experience in CRM, customer management platforms, or CX systems, with at least 45 years in a leadership role managing large-scale customer platforms, preferably within telco or high-volume digital environments.
- Customer Data & CRM Expertise: Strong understanding of customer data management, CRM workflows, loyalty systems, and customer lifecycle processes.
- Omnichannel & Journey Enablement: Proven experience enabling end-to-end customer journeys across digital, sales, service, and IVR channels.
- Data Privacy & Compliance: Solid experience in customer data privacy, consent management, and regulatory compliance (e.g., PDPA/GDPR-equivalent).
- Leadership & Cross-Functional Collaboration: Demonstrated ability to lead customer platform teams, manage vendors, and collaborate effectively with CX, commercial, data, architecture, software, integration, and operations stakeholders
