Role Overview
We are looking for a highly driven and experienced Manager or Senior Manager to spearhead critical digital transformation initiatives focused on our Customer Relationship Management (CRM) and Business Intelligence (BI) functions. The successful candidate will be a strategic leader, bridging the gap between business needs and technological capabilities. This role demands a proven ability to manage complex projects, foster cross-functional collaboration, and utilise digital tools to significantly enhance operational efficiency and improve both employee and customer experiences.
- Program Leadership & Delivery: Drive the end-to-end lifecycle of CRM and BI digital transformation projectsfrom concept development and scope definition (including objectives, deliverables, timelines, and resource planning) through execution, successful launch, and subsequent support.
- Strategic Vision & Alignment: Partner closely with CRM and BI leadership to pinpoint critical challenges, identify prime opportunities for digital enhancement, and guarantee that all transformation efforts align directly with broader business goals and strategic objectives.
- Process Modernisation: Conduct thorough analyses of existing CRM and BI workflows to pinpoint inefficiencies. Design and implement optimised, future-state processes by applying cutting-edge digital solutions, including Robotic Process Automation (RPA), Artificial Intelligence/Machine Learning (AI/ML), cloud platforms, and advanced data analytics.
- Technology Scouting & Procurement: Evaluate, research, and recommend suitable digital technologies and solutions that address specific business requirements, working in close concert with the IT department and external technology partners.
- Stakeholder Engagement: Cultivate strong working relationships with key departments (e.g., Finance, HR, IT) and other relevant stakeholders. This includes proactively managing expectations, ensuring transparent project status communication, and securing necessary buy-in for all transformation initiatives.
- Change Management: Develop and deploy robust change management strategies, encompassing clear communication plans, comprehensive training programs, and effective user support mechanisms, to guarantee the seamless adoption of new systems and processes by end-users.
- Vendor Management: Oversee and manage relationships with external consultants and vendors to ensure all project deliverables are met according to established quality and timeline standards.
- Performance Measurement: Establish and track Key Performance Indicators (KPIs) for all digital transformation projects post-implementation, confirming that delivered solutions successfully achieve the intended business outcomes.
- Risk Mitigation: Proactively identify potential risks and obstacles associated with transformation projects and formulate effective strategies to mitigate them.
- Team Synergy: Collaborate actively within the Digital Transformation Office to exchange best practices, pool expertise, and maintain consistency across the entire portfolio of transformation efforts.
