Vacancy Details

1444 - Head of CRM

Location: UAE - Dubai
Business Unit: SCHOOL SUPPORT CENTRE
Closing Date 08-Jun-2018
About GEMS

Trusted for over 55 years and now a third generation education family, GEMS Education began in a single school room in Dubai. Today, we have the privilege of educating over 190,000 students from over 176 countries through GEMS owned and managed schools globally; over 270,000 students access resources through our services division; and we will impact 20 million by 2020 students through the initiatives of our Charity partner Varkey Foundation.

About the Role

JOB PURPOSE:
The Head of CRM reporting to the CIO is responsible to lead in establishing procedures, standards, systems and solutions at GEMS Education. The role includes providing strategic & technical leadership within the field of CRM.

ACCOUNTABILITIES:

  • Ability of the CRM system to deliver real time customer and business process insights related to School operations and customer service.
  • Ensure utilization of the CRM system across all Schools (covering MENASA regions) and relevant corporate entities.
  • Improve Service Delivery measured by Standardized Service Catalogue, Defined SLAs & SLA Compliance
  • Full utilization of available modules/dashboards in the system.
  • Optimization of business processes and automated controls in terms of costs versus benefits.
  • Security of data (including regular system backups) as well as plans to ensure business continuity
  • Evaluation of user experience to identify opportunities for improvements as well as challenges faced by users.

QUALIFICATIONS:

  • 10 + years consulting and/or CRM implementation experience.
  • At least 6-8 years of experience in Salesforce CRM Manager role
  • Strong knowledge of Salesforce including Pardot, workflows, triggers, reporting, general design concepts and overall approach of Salesforce as a CRM platform.
  • Certification in SFDC administration and/or development preferred.
  • Deep technical understanding of cloud-based CRM solutions
  • Dynamic and effective communicator (verbal, written, presentation) with demonstrated ability to gain support across a broad spectrum of business stakeholders
  • Highly developed business acumen with the ability to recognize opportunities and capitalize on them Customer-in focus (vs internal focus) with a genuine passion for improving the end-to-end customer experience
  • Person in this role must have a strong functional/technical background with SFDC. He/she will be expected to provide intelligent and efficient design concepts for complex projects, as well as mentor less experienced staff in functional delivery.
  • Bachelor’s degree in Information Technology Management, Business Administration, Computer Science or related area or equivalent work experience

 

About Your Benefits
We offer an excellent remuneration package including a competitive tax free salary, visa, tuition fee concession, medical insurance, annual airfare allowance, 30 days annual leave and end of service gratuity.
About Application Process
If you meet the criteria and you are enthusiastic about the role, we would welcome your application.
1. Resume/CV
Important Note : GEMS Education is committed to safeguarding and promoting the welfare of all of its students. Applicants will be required to submit a current police criminal clearance check or equivalent from their home country or current country of residence prior to appointment.