We are seeking a highly skilled and experienced CRM Director to lead our Customer Relationship Management (CRM) initiatives within the technology department. The ideal candidate will have extensive experience in the Banking, Financial Services, and Insurance (BFSI) sector, with a strong background in Salesforce Financial Services Cloud (FSC). This role will be pivotal in driving our CRM strategy, enhancing customer engagement, and optimizing our technology solutions to support business growth.
Key Responsibilities:
Strategic Leadership: Develop and execute the CRM strategy aligned with the bank's overall business objectives. Lead the CRM team to deliver innovative solutions that enhance customer experience and drive business growth.
Salesforce FSC Implementation: Oversee the implementation and optimization of Salesforce Financial Services Cloud (FSC) to ensure it meets the specific needs of the BFSI sector. Collaborate with cross-functional teams to integrate FSC with other systems and processes.
Customer Insights: Utilize data analytics and customer insights to identify opportunities for improving customer engagement and satisfaction. Develop and implement strategies to enhance customer loyalty and retention.
Team Management: Lead, mentor, and develop a high-performing CRM team. Foster a collaborative and innovative work environment that encourages continuous learning and improvement.
Stakeholder Collaboration: Work closely with key stakeholders, including senior management, marketing, sales, and customer service teams, to ensure CRM initiatives are aligned with business goals and customer needs.
Technology Integration: Ensure seamless integration of CRM systems with other technology platforms and tools. Oversee the development and maintenance of CRM-related applications and infrastructure.
Compliance and Security: Ensure all CRM activities comply with regulatory requirements and data security standards. Implement best practices for data governance and privacy.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree preferred.
Minimum of 10 years of experience in CRM management, with a focus on the BFSI sector.
Proven experience with Salesforce Financial Services Cloud (FSC) implementation and management along with experience to manage Salesforce orgs integrated with other managed packages like Terafina, nCino, etc.
Knowledge of MuleSoft an added advantage
Strong leadership and team management skills.
Excellent analytical and problem-solving abilities.
Strong communication and interpersonal skills.
Ability to work effectively in a fast-paced, dynamic environment.
Knowledge of regulatory requirements and data security standards in the BFSI sector.
Preferred Skills:
Certification in Salesforce Financial Services Cloud (FSC).