Enterprise CRM Architect (Engagement Lead)

About the role

A customer is seeking a platform-neutral Functional CRM Consultant / Business SME to lead business requirement definition and ensure the RFP reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). The role focuses on what the customer needs the CRM to do, not how Salesforce or Microsoft does it. The position is based in Abu Dhabi.

Key responsibilities

• Lead workshops with Corporate and Investment Banking stakeholders to capture relationship management needs, client onboarding journey, credit lifecycle touchpoints, deal and pipeline tracking, servicing, complaints and SLAs, and client communication history
• Document current-state pain points and target-state expectations
• Build a platform-neutral, prioritized (Must / Should / Could), measurable and testable functional requirements catalogue, including user personas, roles, service volumes, scope boundaries and assumptions
• Define end-to-end customer and service journeys, SLA and escalation requirements, and operational KPIs and reporting expectations
• Draft the functional sections of the RFP, define demo scenarios for vendors, and support evaluation of vendor responses from a business capability perspective
• Identify functional gaps, risks and process impacts, and outline training, adoption needs and dependencies on policy, governance or operating model
• Deliver a functional requirements pack, process and journey documentation, demo scripts and scoring criteria, a functional gap and risk log, and input into the final assessment recommendation

Required profile

• Strong program manager with 15 to 20 years of experience to run the project
• Strong CRM functional background (banking/CIB preferred)
• Experience in requirements structuring and running vendor or platform assessments
• Strong workshop facilitation and stakeholder engagement skills

Required skills

• CRM functional expertise with a platform-neutral mindset
• Banking / CIB domain knowledge
• Requirements capturing and structuring
• Vendor evaluation support
• Analytical documentation and project management skills