Group Senior Manager - Enterprise Systems CRM

Job Purpose

JOB DESCRIPTION

The Senior Manager for Enterprise Systems – CRM is responsible for driving the transformation of the CRM platform from an operational system to a strategic platform that delivers an end-to-end customer lifecycle experience. The role involves leading the strategic roadmap, implementation, and operational excellence of CRM systems across DP World, ensuring that business needs are met through scalable, innovative, and data-driven technology solutions. The incumbent will be the key interface between business stakeholders and technology delivery teams, ensuring alignment with enterprise objectives and supporting DP World’s ambition to deliver exceptional customer experience across touchpoints.

Key Accountabilities

Oversees CRM delivery, operations, strategy, and innovation with a customer-centric and data-driven approach:

Strategy & Roadmap

• Develops and drives the strategic CRM roadmap aligned with enterprise customer engagement goals
• Defines and maintains the CRM product roadmap, ensuring alignment with business priorities and emerging trends
• Evolves the CRM platform from a transactional system to a strategic customer platform covering sales, marketing, service, loyalty, and journey orchestration
  
  

Collaboration & Adoption

• Leads cross-functional collaboration with commercial, customer service, and digital teams to define CRM capabilities and ensure adoption
• Champions customer data governance, customer 360 views, and integration across front-office and back-office systems
• Partners with functional and technical leaders to ensure CRM platform scalability and responsiveness to changing business needs
  
  

Implementation & Delivery

• Drives CRM vendor selection, solution architecture, implementation planning, and ongoing support
• Leads delivery management across multiple CRM implementation and enhancement projects, ensuring timely and quality execution
• Implements quality assurance measures and governance frameworks to ensure solution reliability and consistency
  
  

Operations & Support

• Provides oversight of day-to-day CRM support operations, ensuring high service availability and performance
• Continuously optimizes effort allocation, team utilization, and delivery processes for efficiency and agility
  
  

Team & Leadership

• Leads a team of CRM product owners, analysts, and technical staff to deliver high-impact outcomes
• Builds and mentors a high-performing CRM team; fosters a collaborative, accountable, and continuous learning environment
  
  

Innovation & Insights

• Collaborates with data analytics, AI/ML, and marketing teams to unlock customer insights and drive targeted campaigns
• Identifies and implements CRM-related innovations that enhance customer acquisition, retention, and loyalty
• Monitors and incorporates emerging CRM technologies and trends, ensuring platform innovation and competitive differentiation
  
  

Governance & Value Management

• Tracks performance metrics (e.g., adoption, satisfaction, ROI) and implements continuous improvement initiatives.
• Manages stakeholder relationships across regions and business units, translating customer experience goals into system capabilities
• Ensures compliance with data privacy, cybersecurity, and enterprise architecture standards
• Manages budgets, vendor contracts, and resource allocation for CRM initiatives
  
  

Job Context

DP World is a leading enabler of global trade and an integral part of the supply chain. Headquartered at Dubai, we operate 78 marine and inland terminals and over 50 related businesses in over 40 countries across six continents with a significant presence in both high-growth and mature markets. Our dedicated team of over 45,000 employees from 110 countries cultivates long-standing relationships with governments, shipping lines, importers and exporters, communities, and many other important constituents of the global supply chain, to add value and provide quality services today and tomorrow.

The CRM platform is a critical enabler of customer engagement and business growth. This role will ensure that the CRM capabilities are maximized to serve diverse business units and markets. The Sr. Manager will lead strategic digital transformation initiatives that elevate CRM from a back-office tool to a central customer intelligence and engagement platform.

Qualifications, Experience And Skills

• Bachelor’s degree in computer science, Engineering, or Business
• Master’s degree is a plus
• 12+ years of experience in CRM systems, preferably Microsoft Dynamics CRM, Salesforce, or equivalent enterprise platforms
• Proven experience in developing CRM strategies and implementing large-scale CRM programs across sales, service, and marketing functions
• Expertise in translating business objectives into CRM capabilities and driving end-user adoption
• Experience in cross-functional program management, stakeholder communication, and change management
• Demonstrated leadership in building and mentoring high-performing teams
• Experience with data integration, middleware, and API-driven CRM architectures
• Familiarity with customer journey mapping, loyalty platforms, personalization engines, and AI-led CRM innovations
• Strong business acumen, vendor management, and budget ownership skills
• Experience with Agile/DevOps delivery models and customer-centric product development
• Builds strong customer relationships and delivers customer-centric solutions
• Planning and prioritizing work to meet commitments aligned with organizational goals
• Experience in converting business processes and business requirements to process mappings, solution requirement specifications, use cases, solution architecture and test cases
• Experience in working in a client & project-oriented industry
• Experience in daily interactions with non-technology-oriented stakeholders
• Experience in successfully leading a project from concept through to final implementation and managing a team of technical subject matter experts to deliver projects successfully
• Experience in working with vendors and contractors and integrating their work into the overall project or solution plan, monitoring their progress and assuring quality of their deliverables
• Experience with various SDLC approaches

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