CRM Assistant Manager

3 نوفمبر، 2022

0 0 2 دقائق

الوصف الوظيفي

We are looking for powerful players, game-changers and future leaders. At Emirates NBD, you will be part of an organization that puts its own people first, celebrates uniqueness and welcomes talent with open arms. Emirates NBD is expanding its services internationally across sectors including retail banking and wealth management, corporate and institutional banking, global markets and treasury, and Islamic banking. Join us and shape the future of banking.

Job Purpose:

e-Channels and CRM Unit is responsible for developing and managing all electronic/digital channels including Internet Banking, Mobile Banking, IVR, CRM, ATM's and CDM's), and is also responsible for customer SMS communication and SADAD Services. Availability and consistency are key and convenient access is important to reach the sought-after efficiency levels. The unit also manages the development and deployment of CRM and CRM platform related innovations. The ideal candidate will perform the following tasks:

Assist and manage delivery of projects and enhancements related to CRM, sales and marketing modules.
Ensure readiness of the CRM platform 27/7 as CRM is the only application used by call center and any system down time will directly impact service levels.
Map and initiate business processes in CRM and liaise with key stakeholders across the bank including call center, branches, DSF, Service Quality, OPS, RCB, NI, Collections, RCC, etc. for CRM changes.
Delivery of user training along with HR, prepare and mange training calendars and ensure all training and prerequisites are in place.
Prepare BRDs, user adoption training and perform UAT to ensure smooth go live of projects related to CRM application.
Contribute to departments digital banking sales by increasing conversions across various digital channels that includes SMS, email, website, ATM, online banking via targeted campaigns using Siebel CRM.
Liaise with teams/stakeholders for the execution of marketing campaigns.
Launch and monitor all ongoing campaigns across all digital channels, track leads, con versions and derive overall channels efficiency.
Initiate workflows and system administration tasks in CRM and maintain relevant documentation updated related to system administration.

Person Specification:

Bachelor's degree in Information Technology or any related felids.
+5 years of CRM experience.
CRM and CRM related projects knowledge.
Analytical mind set and numbers-oriented thinking.
Problem solving and decision making.
Ability to work under pressure.
Very good verbal and written bilingual communications. Leadership and management skills.