AVP - CRM & Cognitive Technology

About the role

Talents Tide is looking for an experienced technology leader to drive the strategy, architecture, implementation and continuous enhancement of CRM and cognitive technology solutions in Dubai. The role focuses on using enterprise CRM platforms, AI, generative AI, automation and intelligent technologies to improve customer engagement, streamline business processes and enhance the customer experience.

Key responsibilities

• Lead CRM strategy and transformation, including platform implementation, customization, integration and optimization, ensuring scalability, security and alignment with enterprise architecture.
• Promote cognitive technologies, AI, machine learning and generative AI across CRM platforms, including chatbots, virtual assistants and predictive analytics.
• Define CRM solution architecture, system integration and technology roadmaps, integrating CRM with core banking systems, APIs and data platforms, in line with security and regulatory requirements.
• Lead large-scale CRM and digital transformation projects, manage vendors, budgets and timelines, and guide cross-functional teams.
• Evaluate emerging solutions, set technology standards and governance frameworks, and monitor performance for continuous improvement.

Required profile

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering or a related field.
• 15+ years of experience in IT, enterprise technology, CRM, solution architecture or digital transformation.
• Strong experience in enterprise CRM strategy, implementation, customization and integration; hands-on exposure to AI, ML and generative AI.
• Experience leading large-scale technology transformation projects and strong stakeholder management and leadership.
• Experience in banking, financial services or other regulated industries is an advantage.

Required skills

• Enterprise CRM platforms such as Microsoft Dynamics 365 or Salesforce.
• Cognitive technologies, AI, machine learning and generative AI, including large language models.
• Enterprise architecture frameworks such as TOGAF.
• Cloud platforms, preferably Microsoft Azure; API management and application integration.
• Data analytics, automation and intelligent workflow solutions.
• Preferred: TOGAF, Azure AI, Dynamics 365 or Salesforce certifications.