Head of CRM

Moldindconbank is looking for a CRM Business Leader to lead the implementation of a new CRM platform and subsequently establish and manage the bank’s CRM function.

This role combines project leadership with long-term ownership of CRM capabilities. During the implementation phase, the CRM Leader will act as the business owner of the solution, working closely with business units, IT teams, and external implementation partners. Following the project’s completion, the role will focus on developing the CRM function, improving customer management processes, and supporting business growth through data-driven decision-making.

Key Responsibilities:

• Lead the CRM implementation project from the business side, ensuring alignment between business objectives and system delivery.
• Define business requirements and translate them into functional CRM specifications.
• Work closely with IT teams and implementation partners throughout the design, implementation, testing, and go-live phases.
• Contribute to the design of customer segmentation, campaign management, customer lifecycle, retention, cross-sell, and up-sell processes.
• Ensure CRM processes support the needs of Retail, Corporate, Marketing, Customer Experience, and Digital Banking teams.
• Define requirements for customer data quality, migration, and system integrations.
• Coordinate business acceptance testing (UAT) and support user adoption during implementation.
• Develop CRM governance, operating procedures, and user guidelines.
• Use CRM data and analytics to identify business opportunities, improve customer profitability, support retention initiatives, and enhance customer experience.
• Monitor CRM performance and provide insights and recommendations to senior management.
• After implementation, lead the CRM function and drive the continuous development of CRM capabilities across the organization.

Candidate Profile:

• Experience leading CRM implementation or CRM transformation projects.
• Strong understanding of CRM processes, customer lifecycle management, customer segmentation, and campaign management.
• Experience working across business and technology teams.
• Ability to translate business requirements into functional solutions.
• Strong analytical, organizational, and stakeholder management skills.
• Experience in banking, financial services, or another customer-centric industry is an advantage.

This position offers the opportunity to lead a strategic CRM implementation project and continue building the CRM function as a long-term business capability within Moldindconbank.
We welcome applications from professionals with experience in CRM transformation and business leadership. If you would like to explore the opportunity further, we would be pleased to discuss.