CRM Platform Lead | Al-Futtaim Financial Services | Dubai, UAE

About the Opportunity

Al-Futtaim Financial Services is looking for an experienced CRM Platform Lead to drive the strategic direction, architecture, governance, and operational excellence of our CRM platform.

Reporting to the Chief Information Officer (CIO), this is a key leadership opportunity within our Business Technology (BizTec) function, responsible for ensuring our CRM platform delivers exceptional customer experiences, supports business growth, and enables digital transformation.

We are seeking a hands-on technology leader with strong CRM platform expertise, a strategic mindset, and a proven track record in managing complex, business-critical technology environments.

What You Will Do

• Define and execute the CRM platform roadmap, aligning technology investments with business priorities, customer experience objectives, and digital transformation initiatives.
• Oversee CRM architecture, design standards, customer data models, integrations, and platform scalability.
• Establish robust release governance, testing protocols, configuration controls, and deployment readiness to ensure reliable and high-quality releases.
• Drive platform availability, performance monitoring, incident management, and service-level compliance to ensure operational continuity.
• Oversee functional and technical configurations, supporting customer journeys, multichannel engagement, and customer lifecycle management.
• Manage strategic technology vendors and collaborate with business leaders, product owners, and enterprise technology teams to deliver platform objectives.
• Lead and develop CRM functional and technical specialists, building a high-performing team focused on innovation, accountability, and operational excellence.

What We Are Looking For

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related discipline.
• 12+ years of experience in technology, CRM platforms, or customer data management, including 5–7 years in senior leadership roles .
• Proven experience owning and managing enterprise CRM platforms, including strategy, architecture, configuration, and operational performance.
• Strong understanding of CRM architecture, customer data models, customer journey configuration, and multichannel customer engagement.
• Experience managing technology teams across functional and technical disciplines.
• Expertise in release management, CI/CD pipelines, automated testing, and technology governance.
• Experience in financial services, customer data management, or complex business systems with stringent security and regulatory requirements.
• Knowledge of customer data governance, data privacy, consent management, and applicable regulatory requirements.
• Demonstrated ability to manage technology vendors, influence senior stakeholders, and deliver business-critical initiatives.

Why Join Us?

Join Al-Futtaim Financial Services and play a pivotal role in shaping the future of our customer engagement technology. You will have the opportunity to lead a strategic CRM platform, influence digital transformation, and deliver technology solutions that enhance customer experiences across our financial services businesses.

Ready to make an impact? Apply now and help shape the future of customer engagement at Al-Futtaim Financial Services.