Portfolio Manager - Customer Lifecycle Management (CLM)

TMC Middle East; Dubai; Vor Ort; AED 450.000 - 750.000; Vollzeit

Zusammenfassung

TMC Middle East in Dubai is seeking a seasoned Portfolio Manager for Customer Lifecycle Management (CLM). The role leads end-to-end lifecycle strategies across acquisition, onboarding, engagement, service, retention and loyalty, with governance of CRM and enterprise transformation programs.

You will drive cross-functional, multi-vendor teams and report to senior stakeholders, ensuring seamless CRM/ERP integration and optimal customer outcomes in a complex real estate environment.

Qualifikationen

• 12-18 years of experience in CLM, CRM, digital transformation or related enterprise transformation roles.
• Proven portfolio or programme management experience in a large enterprise environment.
• Hands-on leadership with Salesforce CRM, including Sales Cloud and/or Service Cloud.
• Strong SAP ecosystem experience, including transformation and enterprise integration.
• Experience leading cross-functional, multi-vendor teams and influencing senior and C-level stakeholders.

Aufgaben

• Design and implement end-to-end customer lifecycle frameworks covering prospecting, onboarding, service, retention and loyalty.
• Lead customer-centred transformation aligned with growth, tenant experience and operational goals.
• Establish KPIs and dashboards for customer satisfaction, retention and lifetime value.
• Prioritise and govern a portfolio of CLM initiatives across digital, CRM and operational domains.
• Lead large-scale programmes, timelines, delivery governance and executive stakeholder reporting.
• Lead implementation and optimisation of Salesforce Sales Cloud and Service Cloud.
• Drive SAP transformation and integration, including SAP CX and/or S/4HANA where relevant.
• Support Oracle Unifier initiatives where applicable.
• Ensure integration across CRM, ERP and property management systems, including enterprise architecture, data flows and governance.
• Lead cross-functional and multi-vendor teams across leasing, operations, finance, customer service and IT.

Kenntnisse

Portfolio management

Program management

Leadership

Stakeholder management

Cross-functional teams

Enterprise transformation

Ausbildung

Bachelor's degree in Business, IT, Engineering or related field

MBA or related advanced degree

Tools

Salesforce

Sales Cloud

Service Cloud

SAP

SAP CX

S/4HANA

Oracle Unifier

Jobbeschreibung

Portfolio Manager - Customer Lifecycle Management (CLM)
Dubai, UAE | Full-time | On-site

We are recruiting for a senior transformation leader to own the end-to-end customer lifecycle strategy for a confidential real estate and property management organisation in Dubai. The role spans customer acquisition, onboarding, engagement, service, retention and loyalty, with responsibility for a portfolio of CRM and enterprise transformation initiatives.

Key responsibilities

• Design and implement end-to-end customer lifecycle frameworks covering prospecting, onboarding, service, retention and loyalty.
• Lead customer-centred transformation aligned with growth, tenant experience and operational goals.
• Establish KPIs and dashboards for customer satisfaction, retention and lifetime value.
• Prioritise and govern a portfolio of CLM initiatives across digital, CRM and operational domains.
• Lead large-scale programmes, timelines, delivery governance and executive stakeholder reporting.
• Lead implementation and optimisation of Salesforce Sales Cloud and Service Cloud.
• Drive SAP transformation and integration, including SAP CX and/or S/4HANA where relevant.
• Support Oracle Unifier initiatives where applicable.
• Ensure integration across CRM, ERP and property management systems, including enterprise architecture, data flows and governance.
• Lead cross-functional and multi-vendor teams across leasing, operations, finance, customer service and IT.

Mandatory requirements

• 12-18 years of experience in CLM, CRM, digital transformation or related enterprise transformation roles.
• Proven portfolio or programme management experience in a large enterprise environment.
• Deep hands-on leadership experience with Salesforce CRM, including Sales Cloud and/or Service Cloud.
• Strong SAP ecosystem experience, including transformation and enterprise integration.
• Strong understanding of system integration, data flows, enterprise architecture and customer lifecycle platforms.
• Experience leading cross-functional, multi-vendor teams and influencing senior and C-level stakeholders.
• Bachelor's degree in Business, IT, Engineering or a related field.
• Willingness and ability to work on-site in Dubai, UAE.

Preferred experience

• Real estate, property management or another asset-heavy industry.
• Oracle Unifier.
• Consulting or delivery of large-scale transformation programmes.
• MBA or another relevant advanced degree.