Customer Relationship Management Manager

BuildMate™; Jeddah; On-site; SAR 120,000 - 180,000; Full time

Job summary

An established industry player is seeking a dynamic CRM, ERP, and Business Analysis Manager to lead the optimization of systems that enhance operational efficiency and customer engagement. This pivotal role involves analyzing business needs, improving workflows, and ensuring seamless integration of technology with business processes. You will develop CRM strategies, oversee ERP management, and provide actionable insights through data analysis. Join a forward-thinking company where your expertise will drive significant improvements and foster collaboration across teams. This is a fantastic opportunity for someone passionate about leveraging technology to transform business operations.

Qualifications

• Proven experience in CRM and ERP system management.
• Strong analytical skills to translate data into insights.
• Experience in process automation and workflow improvements.

Responsibilities

• Oversee CRM and ERP systems to enhance operational efficiency.
• Analyze business processes and recommend data-driven improvements.
• Collaborate with teams to ensure alignment of business processes.

Skills

CRM Management

ERP System Management

Data Analysis

Process Automation

Stakeholder Management

Problem-Solving

Communication Skills

Education

Bachelor’s degree in Business Administration

Certification in CRM/ERP platforms

Master’s degree in Business Analysis

Project Management Certification

Tools

Salesforce

Zoho

SAP

Microsoft Dynamics

Data Reporting Tools

Job description

JOB DESCRIPTION

• Job Title: CRM, ERP, and Business Analysis Manager
• Department: Marketing
• Reports to: Marketing Manager / CEO

PURPOSE STATEMENT

Oversee the implementation, optimization, and management of CRM and ERP systems to enhance operational efficiency, customer engagement, and data-driven decision-making for BuildMate. Responsible for analyzing business needs, improving workflows, and ensuring seamless integration between business processes and technology platforms.

PRINCIPAL ACCOUNTABILITIES

General Duties:

• CRM Strategy & Optimization: Develop and execute CRM strategies to improve customer engagement, retention, and loyalty.
• ERP System Management: Oversee ERP implementation, customization, and integration to support business operations.
• Business Process Analysis: Identify inefficiencies in business processes and recommend data-driven improvements.
• Data Analysis & Segmentation: Analyze customer and operational data to provide actionable insights for sales, marketing, and management teams.
• Automation & Workflow Management: Design automated workflows for lead management, customer onboarding, and retention strategies.
• Performance Reporting: Track and report on CRM and ERP system performance, providing recommendations for optimization.
• Stakeholder Collaboration: Work cross-functionally with sales, marketing, operations, and IT teams to ensure alignment of business processes with system capabilities.
• Regulatory Compliance: Ensure that CRM and ERP data management practices comply with local and international data privacy regulations.
• User Training & Support: Provide training and support for internal teams to maximize CRM and ERP system efficiency.
• Vendor & System Management: Coordinate with software vendors to ensure systems are up to date and aligned with business needs.

KEY PERFORMANCE INDICATORS (KPIs)

• CRM adoption and utilization rates.
• ERP system efficiency and uptime.
• Customer engagement metrics (retention rate, satisfaction score).
• Accuracy of data-driven insights and reports.
• Automation and workflow optimization success.
• Compliance with data privacy regulations.
• System issue resolution time.

KEY FUNCTIONAL RELATIONSHIPS

• INTERNAL: Sales & Marketing Teams, Operations & Finance Teams, IT & Technical Teams, Senior Management
• EXTERNAL: CRM & ERP Software Vendors, Implementation Consultants, Regulatory Bodies (for compliance requirements)

PERSON SPECIFICATION

• Education and Qualifications:
• Essential: Bachelor’s degree in Business Administration, Information Technology, or a related field. Certification in CRM/ERP platforms (e.g., Salesforce, Zoho, SAP, Microsoft Dynamics).
• Desirable: Master’s degree in Business Analysis, Data Analytics, or a relevant discipline. Project Management Certification (e.g., PMP, PRINCE2).
• Professional experience and competencies:
• Essential: Proven experience in CRM and ERP system management. Strong analytical skills with the ability to translate data into business insights. Experience in process automation and business workflow improvements. Hands-on experience with data reporting tools and dashboards.
• Desirable: Experience in the construction technology industry. Knowledge of cloud-based ERP and CRM solutions.
• Interpersonal competencies:
• Essential: Strong problem-solving and critical-thinking abilities. Excellent communication and stakeholder management skills. Ability to work in a fast-paced, dynamic environment. Leadership skills to guide cross-functional teams. Attention to detail and a proactive approach to issue resolution.