Application Lead

Position Title:

Department:

Experience Required:

Location:

Grade- DVP/ VP

Role Overview:

We are seeking an experienced CRM Application Lead with over 15 years of proven expertise in managing complex CRM ecosystems within the banking sector. The ideal candidate will lead the strategic planning, development, integration, and optimization of CRM applications, ensuring alignment with the bank's customer engagement, sales, and service objectives.

Key Responsibilities:

• CRM Strategy & Ownership:

• Define and drive the CRM application roadmap aligned with business goals, customer lifecycle strategies, and digital transformation initiatives.

• Solution Design & Architecture:

• Lead the design of scalable, secure, and high-performing CRM solutions. Ensure seamless integration with core banking, digital channels, marketing automation tools, and data platforms.

• Stakeholder Collaboration:

• Liaise with business heads, operations, marketing, compliance, and product teams to understand requirements and deliver CRM-driven solutions that enhance customer experience.

• Project & Vendor Management:

• Manage large-scale CRM implementation and upgrade projects. Coordinate with external vendors and internal IT teams, ensuring timely delivery, quality, and adherence to SLAs.

• Data Governance & Analytics:

• Ensure data quality, integrity, and compliance with regulatory guidelines. Enable 360-degree customer view and analytics capabilities for business intelligence and decision-making.

• Risk & Compliance Management:

• Implement robust security measures and ensure CRM compliance with data privacy regulations, internal audit norms, and banking standards (e.g., RBI, GDPR).

• Innovation & Continuous Improvement:

• Stay updated with CRM trends (e.g., AI/ML in CRM, omnichannel engagement). Recommend enhancements and emerging technologies to improve customer engagement and operational efficiency.

Key Requirements:

• 15+ years of IT experience, with at least 8–10 years in leading CRM systems within banks or financial institutions.
• Proven experience as a Team Member, Business Analyst, Project Manager, Delivery head in the banking or financial services industry as part of the Technology team which managed standard CRM solution namely Salesforce, Zoho, CRMNext, Microsoft CRM etc.
• Must have significant exposure and Delivered solutions in CRM project space
• Exposure to Contact Center solution management will be an added advantage
• Understanding/Experience of Core Banking Liability products
• Proficiency in requirement gathering, solution design, system configuration, testing, coordination, vendor management and documentation.
• Deep understanding of CRM platforms (e.g., Salesforce, Microsoft Dynamics, Siebel, or custom-built solutions).
• Proven track record of delivering enterprise-level CRM solutions and integrations.
• Strong knowledge of banking products, customer lifecycle management, and omnichannel servicing.
• Excellent leadership, stakeholder management, and team mentoring skills.
• Experience working with cross-functional teams in a regulated environment.
• Certifications in CRM platforms (e.g., Salesforce Certified Architect) preferred.