Job Description

MAIN OBJECTIVE OF ROLE: To design, develop and support robust and cost-effective Customer Relationship Management (CRM) and Customer Engagement solutions, encompassing technical design, configuration, deployment, cost estimations, and the development and approval of business cases. KEY RESPONSIBILITIES:

• Leads the technical design and development for customizing CRM platforms such as Salesforce, Microsoft Dynamics and HubSpot, as well as tailoring branding and communications solutions such as Campaign Manager and notification engines.
• Translates functional and non-functional requirements from CRM, Customer Data, Customer Engagement and Experience systems to technical specifications and coordinates with solution architects to design robust, scalable, and high-quality solutions in accordance with IT standards.
• Formulates and executes strategies for integrating data between CRM systems and other business applications, ensuring the integrity and accuracy of the data.
• Ensures optimal usage of system licenses with clearly defined security controls including user access control.
• Oversees and mentors software engineering teams to ensure the application of appropriate architectural patterns, while also generating, reviewing, and approving technical designs in alignment with these patterns.
• Develops and maintains comprehensive technical documentation for design, deployment, configuration, customization, and integration of all customer experience related solutions.
• Leads the discovery phase for medium to large projects involving Customer Data, CRM, and Customer Engagement systems, aiming to formulate high-level designs, initiate proof-of-concepts, and execute prototypes to validate conceptual ideas.
• Advocates for the automation and lean principles in software development, conducts timely root cause analyses and incident 'lessons learned' sessions, contributing to the definition and refinement of software and data engineering playbooks for the benefit of relevant stakeholders.
• Investigates, debugs, and resolves complex issues, encompassing corner cases and rare conditions, while actively fostering driving built-in quality within software engineering teams in collaboration with end-to-end quality assurance.
• Develops and practices an accelerator framework with the aim to improve the quality of technology solutions and productivity of software engineers. .
• Provides coaching and mentoring to software development team members, emphasizing the adoption of best practices in software engineering, ensuring code quality, and implementing suitable algorithms as needed.
• Measures and monitors software engineering metrics that enable agility, scalability, data quality and reliability of technology solutions across the enterprise.
• Provides critical input into the technical debt remediation strategy and execution with support from.
• environment management, service management, infrastructure management and cyber security.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Information Technology, Computer Science, or related field 5+ years of experience in designing, implementing, and supporting CRM systems Process Airline Experience and working in multi culture environment is preferred
• Fluent in English
• Years with qualifications: 8 - 10 years

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

Skills Required