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ADIB - Abu Dhabi Islamic Bank

Head of CRM

ADIB - Abu Dhabi Islamic Bank
United Arab Emirates · Full-time · Not Applicable


Role: Head of CRM 

Location: Abu Dhabi

Role Purpose:
  • The Head of Customer Relationship Management (CRM) will be responsible for leading the implementation and management of CRM initiatives across the bank. 
  • This role requires a strategic thinker with strong leadership abilities and a deep understanding of CRM systems and best practices. 
  • The ideal candidate will have experience in building CRM systems from scratch and driving customer-centric strategies to enhance customer satisfaction, retention, and loyalty.


Key Accountabilities of the role:

Strategy Development:
  • Develop a comprehensive CRM strategy aligned with the bank's overall business objectives.
  • Identify key customer segments and define strategies to address their needs and preferences.
  • Understanding of customer journeys linkage to frontline team with fulfillment teams including back-office operations
  • Collaborate with senior management to establish CRM goals and KPIs.
  • Lead the team to deliver on goals associated with CRM
  • Leverage CRM as a revenue generation tool and optimize workflows to build end-to-end straight-thru processes
  • Unify other workflow systems like BPM and Finone to single enterprise level CRM catering to wide range of requirements across departments.


CRM System Implementation:
  • Lead the comprehensive planning and execution of the CRM system implementation, starting from the ground up.
  • Conduct a thorough needs assessment to identify the bank's specific requirements, objectives, and key functionalities needed from the CRM system.
  • Collaborate closely with cross-functional teams, including IT, operations, marketing, and customer service, to gather input and ensure alignment with organizational goals.
  • Engage with external vendors and consultants to evaluate best practices on CRM usage, considering factors such as scalability, customization options, integration capabilities, and cost-effectiveness.
  • Oversee the customization and configuration of the chosen CRM platform to meet the bank's unique business processes, regulatory requirements, and branding guidelines.
  • Reengineering process flows to deliver on STPs and restrict handoffs on a process flow
  • Bring standardization of process as an element to implementing workflows in order to minimize human intervention and enable multi-taking for back-office operations
  • Develop a detailed project plan outlining timelines, milestones, and resource requirements for each phase of the implementation process.
  • Coordinate data migration efforts, ensuring the seamless transfer of existing customer data from legacy systems or databases into the new CRM platform.
  • Facilitate user training sessions and workshops to familiarize employees with the new CRM system, covering topics such as data entry, reporting, dashboards, and workflow automation.
  • Implement robust testing and quality assurance processes to identify and resolve any issues or discrepancies before the system goes live.
  • Monitor the implementation progress closely, proactively addressing any challenges or roadblocks that may arise, and adjusting plans as needed to stay on track.
  • Develop post-implementation support procedures and protocols to provide ongoing assistance to users, troubleshoot technical issues, and optimize system performance.
  • Evaluate the success of the CRM implementation against predefined metrics and objectives, seeking feedback from stakeholders and end-users to inform future enhancements and iterations.


Ease of usage across frontline teams:
  • Ensure that CRM information is easy to access and comprehend for frontline teams serving customers and make task creation easy and simple
  • Create tools to prompt and aid frontline teams to interact with customers better and create value for the organization thru these interactions


Data Management and Analysis:
  • Establish data management protocols to ensure data accuracy, integrity, and security within the CRM system.
  • Utilize data analytics tools to gain insights into customer behavior, preferences, and trends.
  • Translate data insights into actionable strategies to optimize customer interactions and maximize revenue opportunities.


Customer Segmentation and Personalization:
  • Implement segmentation strategies to tailor marketing and communication efforts based on customer profiles and preferences.
  • Develop personalized customer journeys to enhance the overall customer experience and drive engagement.
  • Leverage automation and AI technologies to deliver targeted and timely communications to customers.


Revenue generation:
  • Enable tools within CRM to facilitate cross-sell of products to existing customers of the bank
  • Provide intelligence pro-actively to frontline teams on specific products to be cross sold while dealing with customers


Cross-Functional Collaboration:
  • Collaborate with marketing, sales, and customer service teams to ensure alignment of CRM initiatives with overall business strategies.
  • Foster a culture of customer-centricity across departments by promoting the importance of CRM in enhancing customer relationships.
  • Work closely with compliance and legal teams to ensure CRM practices adhere to regulatory requirements and data privacy standards.


Performance Monitoring and Optimization:
  • Establish performance metrics to measure the effectiveness of CRM initiatives and track progress towards goals.
  • Conduct regular performance reviews and analysis to identify areas for improvement and optimization.
  • Implement continuous improvement processes to refine CRM strategies and enhance outcomes over time.


Continuous Improvement:
  • Create a roadmap of continuous improvement on workflows, STPs, interface enhancement, system performance, integration with systems, communication channels etc to deliver regular improvements to teams across the enterprise.
  • Deliver key metrics linked to the CRM system like Straight through processing, First contact resolution, Turnaround times, Average handling time for frontline teams etc.


Specialist Skills / Technical Knowledge Required for this role:
  • Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.
  • Minimum of 15 years of experience in CRM management or related roles within the banking or financial services industry.
  • Proven track record of successfully implementing CRM systems and driving customer-centric strategies, preferably Microsoft Dynamics.
  • Strong leadership and communication skills, with the ability to influence and collaborate across departments.
  • Proficiency in CRM software and design, data analytics tools, and Microsoft Office Suite.
  • Knowledge of regulatory requirements related to CRM, data privacy, and customer communications.
  • Strategic mindset with a focus on innovation, problem-solving, and continuous improvement.


 

Key Skills

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Country Guide

United Arab Emirates

Tax-friendly regional tech hub

Posted
Jan 03, 2025
Type
Full-time
Level
Not Applicable
Location
Abu Dhabi
Company
ADIB - Abu Dhabi Islamic Bank

Industries

Banking

Categories

Business Development Sales

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