Manager CRM & Onboarding

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

Grade: L3

Location: Islamabad

Company: JazzWorld

Shape the platform behind every JazzWorld customer journey

At JazzWorld, our customer journeys are powered by platforms that make acquisition, onboarding, engagement and service delivery simple and seamless.

As Manager CRM & Onboarding, you will own the technology landscape across CRM, Customer Onboarding, Lead Management, Order Capture and Customer Interaction platforms. You will drive platform governance, modernization, automation and lifecycle management while enabling scalable, reliable and future-ready customer experiences.

You will work across Technology, Commercial, Enterprise, Digital, Customer Experience, Sales and external partners to enable seamless customer journeys and support JazzWorld's digital transformation.

What you'll own

• Own the end-to-end lifecycle, roadmap, governance and architecture of CRM, Customer Onboarding, Lead Management, Order Capture and Customer Interaction platforms.
• Drive platform optimization, automation, modernization and transformation to improve customer experience and operational efficiency.
• Ensure availability, reliability, scalability, capacity planning and disaster recovery readiness across customer-facing platforms.
• Enable seamless onboarding across Retail, Enterprise, Digital and Self-Service channels, supporting acquisition, retention, engagement and service delivery.
• Drive integration across CRM, Order Management, Billing, Charging and Digital Channels to enable seamless end-to-end customer journeys.
• Lead major platform upgrades, migrations and transformation initiatives, ensuring timely delivery of business-critical capabilities.
• Manage strategic vendors, system integrators and technology partners, ensuring performance against SLAs, KPIs and contractual commitments.
• Ensure compliance with PTA regulations, data privacy, security and organizational governance requirements.
• Drive adoption of TM Forum-aligned frameworks, industry best practices and continuous improvement across customer management platforms.

What success looks like

• Customer acquisition and onboarding journeys are simpler, faster and seamlessly integrated across channels.
• CRM and customer management platforms remain reliable, scalable, secure and future-ready.
• Modernization and transformation initiatives are delivered with strong governance and business alignment.
• Platform performance, automation and integration drive measurable improvements in customer experience and operational efficiency.
• Vendors and technology partners consistently deliver against agreed SLAs, KPIs and business outcomes.

You may be a strong fit if you:

• Bring 7+ years of IT/DBSS management experience in the telecom industry, with strong exposure to BSS platforms, CRM and Order Management.
• Hold a Bachelor's or Master's degree in Computer Science, IT, Telecommunications or a related field.
• Have hands-on experience in CRM and pre-sale modules, with knowledge of TM Forum, eTOM and SID.
• Bring experience with ITSM and project management frameworks, including ITIL and Agile.
• Demonstrate strong analytical, problem-solving, decision-making, leadership and team management skills.
• Thrive in a fast-paced, high-pressure environment.

Why JazzWorld

JazzWorld is building Pakistan's next-generation digital services platform.

Here, you will build products and solutions that solve real problems at national scale. The reach of JazzWorld, combined with shared capabilities across connectivity, transactions and identity, gives builders the power to take an idea from zero to tens of millions.

You will not simply run what already exists. You will create what comes next-turning ambitious ideas into products, products into businesses and businesses into category leaders.

Build. Scale. Learn. Repeat.

As a certified Top Employer, JazzWorld is committed to global workplace standards and an inclusive environment where diverse talent can thrive and perform at their best.

Apply by: 28th September 2026