Job Purpose

Manage the end-to-end operational process of Etisalat's CRM platform with regards to all of its
phases, including implementations, operations, requirements and enhancements

Report To Position Name

Manage the team members in terms of coaching, motivation, performance evaluation and
training, ensuring efficient utilization of the resources' capacity, in order to meet the department's
plans and reach the desired outcome
Manage the business relationships with the vendors starting from the cycle of RFPs and vendor
selection until managing the platforms' operational issues to ensure maximum ROI on Etisalat
Define the projects' roadmaps after analyzing the telecomm market to get insights of the latest
trends and build investments decisions accordingly
Manage the platform in terms of implementation, enhancement requests, assessing the business
requirements' feasibility to maintain the platform's proper operations
Liaise with the Support team during the production phase to resolve any conflicts for a smooth
handover process
Collaborate with the Governance team in enhancing the internal processes to ensure that the IT
operations are running in the most efficient way

Participate in task force / committees as requested to ensure timely and efficient workflow
Liaise with the Budgeting Team in planning the department's expenditures and ensure sufficient
resources throughout the year
Analyze and prepare projects' reports concerning the platforms performance and the utilization of
resources, to be presented to the Top Management to facilitate the decision-making process