Purpose of the role:
- The Program Director Enterprise CRM is accountable for delivering the bank's enterprise-wide Customer Relationship Management (CRM) transformation, enabling a single, integrated client view across Wholesale Banking, Investment Banking & Markets and other impacted Business Lines.
- This role will lead the transition from the bank's current CRM platform to the future strategic CRM ecosystem while driving process, data, and behavioural change across front-office, coverage, product, and client service teams.
- The Program Director will operate at enterprise scale, ensuring CRM transformation supports the bank's ambitions to grow client relationships, improve cross-sell, enhance client intelligence, and meet regulatory and conduct expectations.
Experience and Qualification
- University Degree in Technology, Management or equivalent
- MBA or equivalent master's degree is preferred.
- Proven leadership of enterprise CRM or front-office platform transformations
- Direct experience with CRM systems like Microsoft Dynamics CRM (or Dynamics 365), Salesforce
- Experience working with Lighthouse CRM or comparable CRM platforms
- Strong exposure to Wholesale Banking and Investment Banking & Markets environments
- Experience delivering transformation under regulatory and control scrutiny
- Minimum experience of 12+ years in program leadership roles in banking
- Management of budgets of 50m AED onwards at a minimum
- Track benefits realization and value delivery
- Extensive experience in global tier 1 banking environments with a background in management consulting ideally
- Experience operating under regulatory scrutiny and audit environments
- Demonstrated success managing complex stakeholder and vendor landscapes
- Strong regulatory and risk mindset
- This is a front-to-back role, so candidates from a purely IT background will less likely be considered over candidates with front-to-back experience
- Certification(s) such as SAFe, Prince2 or PMP mandatory
