Technical CRM Analyst

About the role

A customer is looking for a platform-neutral technical CRM consultant / business SME to lead business requirement definition and make sure the RFP reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). The role is based in Abu Dhabi.

Key responsibilities

• Gather business requirements from sales, marketing and support teams and convert them into technical specifications for developers.
• Set up CRM platforms hands-on, including custom fields, page layouts, views, business rules, security roles and workflows (using tools such as Power Automate or Salesforce Flow).
• Manage data migrations, data quality and cleansing, reporting dashboards and system integrations using APIs, SQL or services such as Azure.
• Coordinate user acceptance testing (UAT), troubleshoot system defects and support agile delivery using platforms such as Jira or Azure DevOps.

Required profile

• 10-15 years of total experience, with 8-12 years of CRM technical experience.
• Strong CRM technical background; banking / CIB domain knowledge preferred.
• English at C2 level (proficient).

Required skills

• Familiarity with CRM architecture, SQL and basic scripting or coding (e.g. JavaScript or C# for advanced platforms).
• Familiarity with cloud and automation services.
• Hands-on experience with major systems such as Salesforce or Microsoft Dynamics 365 Customer Engagement.