Head of Customer Management Systems

Role Summary

Leads the strategy, architecture, and end-to-end ownership of customer platforms including CRM, customer data, order management, and related systems. Ensures scalable, reliable, and integrated solutions that enable seamless customer journeys, operational efficiency, and data-driven decision-making across the enterprise.

Job Description

Job Responsibilities

• Define and own the customer systems strategy, roadmap, and target architecture (CRM, customer data, order and case management)

• Lead solution design, engineering, and delivery of customer platforms and integrations

• Ensure data consistency, governance, and a single customer view across all systems

• Drive system reliability, performance, security, and observability

• Oversee modernization, automation, and adoption of cloud and DevOps practices

• Collaborate with business, digital, channel, and analytics teams to align priorities and outcomes

• Manage vendors, budgets, risks, and delivery timelines

• Enable insights and analytics to improve customer experience, retention, and revenue

Technical Competencies

• Strong programming fundamentals with proficiency in Python, JavaScript, or Java
• Solid SQL and relational database concepts (queries, joins, data modeling)
• Understanding of REST APIs, JSON, and system integrations
• Knowledge of web/client–server architecture and SaaS/cloud platforms
• Ability to analyze, clean, and manipulate data (CSV/Excel/Sheets)
• Basic scripting or automation mindset to eliminate manual processes
• Familiarity with Git/version control and basic command-line usage
• Familiarity with leading AI SaaS tooling ecosystems (LLMs such as GPT, Claude, Gemini; AI coding platforms like Cursor, Replit, etc.)
• Effective use of AI coding assistants and agentic tools (e.g., AI-augmented prompts that generate, refine, and test code)
• Linux fundamentals and command-line proficiency (shell, processes, logs, networking basics)

Qualification

• Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline; Master’s degree preferred.
• Experience: 10–12 years of experience in CRM, customer management platforms, or CX systems, with at least 4–5 years in a leadership role managing large-scale customer platforms, preferably within telco or high-volume digital environments.
• Customer Data & CRM Expertise: Strong understanding of customer data management, CRM workflows, loyalty systems, and customer lifecycle processes.
• Omnichannel & Journey Enablement: Proven experience enabling end-to-end customer journeys across digital, sales, service, and IVR channels.
• Data Privacy & Compliance: Solid experience in customer data privacy, consent management, and regulatory compliance (e.g., PDPA/GDPR-equivalent).
• Leadership & Cross-Functional Collaboration: Demonstrated ability to lead customer platform teams, manage vendors, and collaborate effectively with CX, commercial, data, architecture, software, integration, and operations stakeholders