Main Duties & Responsibilities

• Own and govern the CRM platform at group level, ensuring system reliability, data accuracy, consistency, and compliance with defined data standards
• Lead the unification of CRM access, processes, and usage across all group companies
• Plan and manage CRM deployments, upgrades, migrations, integrations, and associated change management initiatives
• Act as the primary interface between business stakeholders and CRM developers/vendors, translating commercial requirements into system solutions
• Design and maintain CRM data structures to enable clear visibility of customers, relationships, and opportunities across the group
• Enable cross-selling and upselling by surfacing commercial synergies across group services through structured CRM intelligence
• Implement advanced analytics including customer segmentation, opportunity mapping, and relationship insight tools
• Deliver actionable insights to commercial teams through dashboards, performance reporting, and forecasting tools
• Support strategic account planning and long-term customer value development
• Identify and implement automation opportunities to improve workflows, lead management, reporting efficiency, and customer engagement
• Continuously evaluate CRM performance and functionality, driving enhancements to usability, adoption, and business impact
• Integrate the CRM platform with other company systems where required to ensure seamless data flow and operational alignment

Qualifications

• Bachelor’s degree in Business, IT, Data Systems, or related field (Master’s preferred)
• 5+ years of CRM management or commercial systems leadership experience
• Proven experience leading CRM implementations or group-wide system projects
• Strong background in data governance, reporting, and process optimization
• Experience with modern CRM platforms (Dynamics, Salesforce, or similar)
• Leadership skills