Job Summary:

We are Seeking an experienced IT Director will oversee the strategy, development,

implementation, and optimization of the company’s Customer Relationship

Management (CRM) systems, with a focus on driving customer acquisition, retention,

and experience. This role requires a highly experienced professional with a solid

background in Microsoft Dynamics CRM, customer analytics, and cross-departmental

collaboration to develop and execute strategies that enhance customer relationships

and boost business performance. The CRM Director will manage a team and work

closely with other divisions, including Marketing, IT, and Sales, to ensure the

effective delivery of CRM systems, processes, and solutions.

Key Responsibilities:

CRM Strategy & System Design:

Develop and execute the overall CRM strategy to improve internal and external

customer relationships.

Lead the design and implementation of CRM systems, ensuring alignment with

business goals.

Oversee the review and selection of CRM software that best meets the company’s

needs.

Collaboration & Stakeholder Management:

Manage relationships with internal teams (Sales, Marketing, IT, CX) and external

vendors and partners to ensure seamless CRM integration and project delivery.

Collaborate with the Integration Services Team to ensure that CRM releases

integrate correctly with other business systems.

Customer Acquisition & Retention:

Develop and implement customer acquisition strategies, leveraging CRM and

marketing systems to drive new business.

Utilize CRM insights to design and optimize customer experience (CX) and sales

strategies.

Suggest new methods and tools to address customer needs and improve

engagement.

Metrics & Reporting:

Track and analyze CRM metrics, including conversion rates, customer engagement,

and sales performance.

Conduct market research to monitor industry trends, competitor activities, and new

customer acquisition methods.

Benchmark CRM performance and recommend strategies for continuous

improvement.

Team Leadership & Development:

Supervise and mentor the CRM team, ensuring they meet performance targets and

deliver CRM solutions efficiently.

Manage the recruitment, development, retention, and training of the CRM staff in

accordance with the budget.

Provide leadership in establishing policies, standards, and best practices for CRM

management.

Project Management & Execution:

Manage CRM projects end-to-end, ensuring timely delivery within scope and budget.

Handle escalations and resolve any CRM-related issues in a timely manner, ensuring

minimal impact on business operations.

Ensure the CRM system is regularly maintained, optimized, and bugs are fixed

promptly.

CRM Systems Maintenance & Optimization:

Oversee the ongoing maintenance of existing CRM applications and ensure they are

continually optimized.

Monitor and report on service performance, ensuring continuous improvements are

made.

Identify and implement process improvements within the CRM systems to enhance

efficiency and effectiveness.

Digital CRM Transformation:

Lead the development and implementation of CRM digital initiatives across the

organization, integrating new technologies and best practices.

Qualifications & Skills:

Skills

Education:

Bachelor's degree in Information Technology, Computer Science, Business

Administration, or a related field. A Master's degree is a plus.

Experience:

At least 12 years of experience in Information Technology or a related field, with a

focus on CRM systems and customer data management.

Minimum 2 years in a managerial or leadership position, with direct experience

managing CRM teams and projects.

Proven work experience with Microsoft Dynamics CRM or similar CRM platforms.

Strong background in customer acquisition strategies, digital marketing, and

customer experience management.

Technical Skills:

Expertise in CRM and analytics systems, with a solid understanding of system

integration, web analytics, and data-driven decision-making.

Familiarity with CRM methodologies, online CRM best practices, and customer

lifecycle management.

Proficiency in using CRM tools, data analytics platforms, and project management

software.