Senior Manager Business Systems | IT | Retail Corporate

Al Tayer Motors; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A dynamic automotive group in Dubai is seeking a Senior Manager for Business Systems to drive customer-centric transformation within their Retail IT department. This role involves leading the adoption of data-driven platforms, enhancing customer experience, and ensuring alignment across various business functions. Ideal candidates will have proven experience with CRM systems, particularly Salesforce, and a passion for leveraging technology to improve customer interactions. Strong leadership and collaboration skills are essential, along with a focus on measurable business outcomes.

Qualifications

• Proven experience with CRM systems, ideally Salesforce, and loyalty platforms (web/mobile).
• Expertise in customer journey mapping and experience design.
• Proficiency in data-driven personalization and segmentation.
• Strong skills in VOC analytics and feedback loops.
• Excellent cross-functional stakeholder engagement and management.
• Supplier and vendor governance with a focus on customer impact.
• Strong leadership, interpersonal, and strategic thinking abilities.
• Ability to translate business needs into actionable system requirements.
• Ability to prioritize business core deliverables timely.
• Excellent communication and collaboration skills.
• A passion for driving customer-centric transformation.

Responsibilities

• Embed customer-centric thinking into every data and digital initiative.
• Translate customer behavior and feedback into system requirements.
• Drive adoption of platforms for personalization and seamless engagement.
• Ensure cross-functional alignment around customer experience goals.
• Create KPI-driven outcomes and enhance technology as an enabler.
• Engage with internal stakeholders, including IT and commercial teams.
• Lead external stakeholder and vendor governance to maximize value.

Skills

CRM systems

Customer journey mapping

Data-driven personalization

VOC analytics

Cross-functional stakeholder engagement

Vendor governance

Leadership and strategic thinking

Change management

Tools

Salesforce

Job description

Senior Manager Business Systems | IT | Retail Corporate

Job Description

We are seeking a Senior Manager - Business Systems to lead our Retail - IT, Management Oversight department. This role is pivotal in driving customer-centric transformation, utilizing data, CRM, loyalty, and digital intelligence platforms to enhance customer experience, personalization, and lifetime value. As a strategic partner to our business units, you will design and deliver integrated solutions that translate customer insights into actionable business outcomes, ensuring systems are aligned with customer journeys, feedback loops, and personalization strategies, driving measurable impact across touchpoints.

Responsibilities

Embed customer-centric thinking into every data and digital initiative.

Translate customer behavior and feedback into system requirements and business strategies.

Drive adoption of platforms that enable personalization, loyalty, and seamless customer engagement.

Ensure cross-functional alignment around customer experience goals.

Create and drive KPI-driven outcomes, enhancing technology as an enabler.

Engage and collaborate with internal stakeholders, including IT, commercial teams, business support, and customer care functions.

Lead external stakeholder and vendor governance, maximizing contract value and product capabilities.

Ensure IT team optimization for customer-centric outcomes, scalable integration, and measurable business impact.

Foster shared ownership of KPIs, customer experience goals, and digital transformation roadmaps.

Stakeholder Engagement and Management Focus:

IT Function Alignment: Ensure your IT team which is responsible for CRM, Clienteling, Data, Reporting, and Analystics are optimized for customer-centric outcomes, scalable integration, and measurable business impact.

Internal Stakeholder Collaboration: Engage cross-functionally with Commercial teams, Business Support and Customer Care, and Technology to translate business needs into actionable system requirements. Foster shared ownership of KPIs, customer experience goals, and digital transformation roadmaps.

External Stakeholder and Vendor Governance: Lead supplier and vendor engagement to maximize contract value, product capabilities, and support outcomes. Ensure external partners are aligned with strategic priorities, compliance standards, and customer experience benchmarks.

Qualifications

Proven experience with CRM systems, ideally Salesforce, and loyalty platforms (web/mobile).

Expertise in customer journey mapping and experience design.

Proficiency in data-driven personalization and segmentation.

Strong skills in VOC analytics and feedback loops.

Excellent cross-functional stakeholder engagement and management.

Supplier and vendor governance with a focus on customer impact.

Strong leadership, interpersonal and strategic thinking abilities.

Ability to translate business needs into actionable system requirements.

Ability to priorities business core deliverables timely.

Excellent communication, collaboration skills and change management skills.

A passion for driving customer-centric transformation and business growth.

High technical acumen and ability to work in a multinational environment.

Experience in vendor selection, negotiation, and vendor relationship management.