Senior Manager - CRM

Role: Senior CRM Manager

Location: Riyadh,Saudi Arabia

The Senior Manager – CRM (Salesforce) is a hands-on technical leadership role responsible for the end-to-end delivery of a live Salesforce CRM implementation, as well as the long-term development of the organisation's CRM and product capability. Reporting to a Senior Director, this individual will serve as the primary owner of the CRM programme — bridging technical execution, project management, and stakeholder alignment within a lean, high-impact team.

KEY RESPONSIBILITIES

CRM Programme Delivery

– Lead the end-to-end delivery of the organisation's Salesforce CRM implementation, currently in early-stage execution.

– Own the full implementation lifecycle — from requirements gathering and solution design through to integration, testing, UAT, go-live, and hypercare.

– Serve as the primary liaison with the implementation partner, ensuring alignment on scope, timelines, and deliverables.

– Drive programme governance, risk management, and stakeholder reporting throughout the project lifecycle.

Technical Leadership & Architecture

– Provide hands-on technical oversight of Salesforce configuration, customisation, and development activities.

– Lead integration design and execution across enterprise systems, including Microsoft and Oracle technologies.

– Design, develop, and review APIs to support system connectivity and data flow across the technology stack.

– Ensure technical standards, best practices, and quality benchmarks are upheld across all development workstreams.

Product Capability Building

– Play a foundational role in building the organisation's internal CRM and product capability from the ground up.

– Define and implement scalable frameworks for CRM operations, support, and future enhancement delivery.

– Contribute to the development of a long-term product and technology roadmap aligned with business objectives.

Team & Stakeholder Management

– Lead and manage a small, cross-functional delivery team, fostering a culture of accountability, ownership, and high performance.

– Collaborate closely with internal business stakeholders to translate requirements into effective technology solutions.

– Act as a trusted technical advisor to senior leadership on CRM strategy, platform decisions, and implementation risks.

IDEAL CANDIDATE PROFILE

Technical Competencies:

– Deep, hands-on expertise in Salesforce — across configuration, development, customisation, and multi-cloud implementation.

– Proven experience leading or managing at least one full-cycle Salesforce implementation from initiation through go-live.

– Strong integration experience with proficiency in designing and developing APIs (REST/SOAP).

– Working knowledge of complementary enterprise technologies, including Microsoft Dynamics / Azure and Oracle platforms.

– Solid understanding of CRM architecture, data modelling, and enterprise application integration patterns.

Professional & Leadership Attributes:

– 10 – 12 years of progressive experience in CRM delivery, software development, or enterprise technology implementation.

– Demonstrated ability to operate as both a technical leader and a project manager within a fast-paced, resource-lean environment.

– Experience working with or managing external implementation partners.

– Structured, solutions-oriented mindset with strong communication skills and the ability to engage confidently with senior stakeholders.