VP IT - Customer Solutions
Dubai on-site
Global and Local Applicants Welcome
We are hiring a senior technology leader with deep technical Salesforce expertise and a strong customer-centric mindset to lead the enterprise CRM and Contact Centre platforms. This role owns the full Salesforce ecosystem (Sales, Service, Marketing Clouds) and Genesys Cloud CX, enabling seamless, data-driven, omnichannel experiences across the entire customer lifecycle.
Key Responsibilities
- Define and execute the CRM strategy with Salesforce as the core Customer 360 platform.
- Act as the technical authority for Salesforce, ensuring robust architecture, data models, integrations, and platform scalability.
- Partner closely with Sales, Service, Marketing, and Customer Experience teams to enable 360 visibility of every customer.
- Lead the delivery of multi-cloud Salesforce and Genesys programs, from design to adoption.
- Drive customer-facing capabilities including omnichannel journeys, AI-enhanced service, chatbots, and intelligent routing.
- Establish platform governance, performance benchmarks, and continuous improvement processes.
- Build and lead high-performing teams and manage SI/vendor ecosystems.
Requirements
- Deep, hands-on Salesforce experience (architecture, multi-cloud design, enterprise integration).
- 12+ years of IT leadership, including 5+ years leading major Salesforce transformation programs.
- Proven ability to deliver customer-facing CRM capabilities with a Customer 360 vision.
- Experience managing large-scale CRM platforms integrating with ERP, DWH, and AI/ML systems.
- Background in omnichannel customer engagement and sales/service process optimisation.
Preferred
- Experience in diversified industries such as real estate, retail, or hospitality.
- Knowledge of AI, predictive analytics, and customer journey orchestration.
- Strong experience managing SI partners and global/offshore delivery teams.
If you are a Salesforce expert and customer-centric leader ready to shape next-generation Customer 360 and omnichannel experiences, we'd love to hear from you.
