Head of Customer Management Systems

Job Description

Job Responsibilities

• Define and own the customer systems strategy, roadmap, and target architecture (CRM, customer data, order and case management)

• Lead solution design, engineering, and delivery of customer platforms and integrations

• Ensure data consistency, governance, and a single customer view across all systems

• Drive system reliability, performance, security, and observability

• Oversee modernization, automation, and adoption of cloud and DevOps practices

• Collaborate with business, digital, channel, and analytics teams to align priorities and outcomes

• Manage vendors, budgets, risks, and delivery timelines

• Enable insights and analytics to improve customer experience, retention, and revenue

Technical Competencies

• Strong programming fundamentals with proficiency in Python, JavaScript, or Java
• Solid SQL and relational database concepts (queries, joins, data modeling)
• Understanding of REST APIs, JSON, and system integrations
• Knowledge of web/client–server architecture and SaaS/cloud platforms
• Ability to analyze, clean, and manipulate data (CSV/Excel/Sheets)
• Basic scripting or automation mindset to eliminate manual processes
• Familiarity with Git/version control and basic command-line usage
• Familiarity with leading AI SaaS tooling ecosystems (LLMs such as GPT, Claude, Gemini; AI coding platforms like Cursor, Replit, etc.)
• Effective use of AI coding assistants and agentic tools (e.g., AI-augmented prompts that generate, refine, and test code)
• Linux fundamentals and command-line proficiency (shell, processes, logs, networking basics)