About the role

CRM Tech Lead driving CRM transformation programs for Vodafone IoT team. Collaborating with cross-functional teams to enhance CRM functionalities and optimize customer engagement.

Responsibilities

Partners with Sales teams to tailor CRM functionalities that support lead management, sales pipeline tracking, and customer engagement strategies;
Works closely with Marketing to integrate campaign management, customer segmentation, and analytics into the CRM platform;
Collaborates with Customer Operations to streamline service processes, automate workflows, and ensure a seamless customer experience through the CRM;
Engages regularly with end users and business stakeholders to gather feedback, prioritize enhancements, and drive user adoption across departments;
Assess and translate business requirements into technical solutions, supporting requirements refinement and backlog prioritization;
Collaborate with cross-functional teams (Product, Operations, Data, Security) to ensure end-to-end solution integrity;
Oversee integration of CRM platforms with other enterprise systems (e.g., billing, digital channels, others);
Support the CRM operations team with incident resolution, root cause analysis, and ongoing platform optimization;
Engage with stakeholders to align on solution design, delivery timelines, and change management;
Monitor and report on programme progress, risks, and mitigation actions.

BSc or MSc level degree in Computer Systems Engineering, Computer Science or Telecommunications;
Proven experience (5+ years) in leading large-scale CRM transformation programmes;
Strong technical background in CRM architecture, integration, and data migration;
Experience with Agile methodologies and tools (JIRA, Confluence);
Excellent communication and stakeholder management skills;
Experience in managing vendors and third-party partners;
CRM Platforms: Salesforce, Microsoft Dynamics 365, Oracle Siebel CRM, Creatio;
Expertise in customizing CRM modules to meet business requirements;
Proficient in integrating CRM systems with external applications using APIs and middleware;
Experience in designing and automating workflows using CRM business process tools;
Knowledge of CRM data models, security settings, and performance optimization techniques;
Familiarity with CRM marketplace solutions and deployment best practices;
Integration: MuleSoft, Dell Boomi, Azure Logic Apps, REST/SOAP APIs;
Databases: SQL Server, Oracle, PostgreSQL;
Cloud: Azure, AWS, Salesforce Cloud, others;
Data Migration: Informatica, Talend, native CRM tools;
Strategic thinker with strong problem-solving skills;
Proactive, detail-oriented, and able to manage multiple priorities;
Collaborative team player with a customer-centric mindset;
Resilient and adaptable in a fast-paced, changing environment.

Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products;
Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors;
Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products;
Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing, Skillsoft and Speexx);
Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles;