Customer Management Team Leader

About the role

The Customer Management Team Leader will head the team responsible for delivering, enhancing, supporting and operating the suite of Customer Management platforms, including CRM, sales, customer care, loyalty, retention, payment channels and digital journeys. The role ensures technology solutions align with business needs while maintaining platform stability and an excellent customer experience.

Key responsibilities

• Lead, coach and develop a cross‑functional Customer Management team, defining objectives, KPIs and performance targets.
• Manage intake, prioritisation and delivery of business requirements, coordinating projects across Business, IT, vendors and Operations.
• Own the CRM, sales, customer care, loyalty, retention and payment channel platforms, ensuring availability, stability and continuous improvement.
• Act as primary liaison for business stakeholders, translating needs into technology solutions and facilitating workshops.
• Review and validate solution designs, ensuring compliance with enterprise architecture, security and governance standards.
• Monitor system performance, drive incident/problem management, root‑cause analysis and automation initiatives.
• Manage vendor relationships, reviewing deliverables, milestones and contractual commitments.

Required profile

• 5–7 years of experience in Telecom IT, CRM, Customer Management or Digital Channels.
• 2–3 years in a leadership, supervisory or project‑management role, with experience managing cross‑functional teams and vendors.
• Strong analytical background in telecom service implementation (billing, mediation, loyalty, payment channels).
• Experience with e‑commerce mobile app development for iOS and Android is a plus.

Required skills

• CRM platforms and customer journey management.
• Telecom BSS/OSS ecosystems.
• Oracle SQL / PL‑SQL.
• APIs and system integration.
• Digital sales and customer care solutions.
• Agile project‑management methodologies.