CRM & Onboarding Platform Lead

JazzWorld; Islamabad; On-site; PKR 4,800,000 - 9,600,000; Full time

Job summary

JazzWorld in Islamabad seeks a Manager CRM & Onboarding to own the technology landscape across CRM, onboarding, lead management, order capture and customer interaction platforms. You will drive governance, modernization, automation and lifecycle management for scalable, reliable customer journeys.

You will collaborate with Technology, Commercial, Enterprise, Digital, CX, Sales and external partners to enable seamless customer journeys and support JazzWorld's digital transformation.

Qualifications

• 7+ years IT/DBSS management experience in telecom.
• Bachelor's or Master's degree in CS/IT/Telecommunications.
• Hands-on CRM and onboarding modules knowledge; TM Forum, eTOM, SID.
• Experience with ITSM and frameworks like ITIL and Agile.
• Strong analytical, leadership and stakeholder management skills.
• Thrives in fast-paced, high-pressure environments.

Responsibilities

• Own end-to-end lifecycle, roadmap, governance and architecture of CRM, onboarding, lead management, order capture and customer interaction platforms.
• Drive platform optimization, modernization, automation and transformation.
• Ensure availability, reliability, scalability and disaster recovery readiness across platforms.
• Enable onboarding across Retail, Enterprise, Digital and Self-Service channels.
• Drive integrations across CRM, Order Management, Billing, Charging and Digital channels.
• Lead major upgrades, migrations and transformations with timely delivery.
• Manage strategic vendors and partners against SLAs and KPIs.
• Ensure compliance with PTA data privacy and governance requirements.
• Promote TM Forum-aligned frameworks and continuous improvement.

Skills

CRM platforms

Onboarding processes

Leadership

IT governance

Stakeholder management

Agile methodologies

TM Forum knowledge

eTOM and SID knowledge

Education

Bachelor's or Master's in Computer Science / IT / Telecommunications

Tools

Salesforce CRM

Lead Management

Order Capture systems

Job description

JazzWorld in Islamabad seeks a Manager CRM & Onboarding to own the technology landscape across CRM, onboarding, lead management, order capture and customer interaction platforms. You will drive governance, modernization, automation and lifecycle management for scalable, reliable customer journeys.

You will collaborate with Technology, Commercial, Enterprise, Digital, CX, Sales and external partners to enable seamless customer journeys and support JazzWorld's digital transformation.