Job Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us-We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

• Own and manage end-to-end CRM projects, from scoping to deployment

• Ensure data accuracy and integrity across CRM platforms, maintaining the golden client record

• Lead “Lead management and client survey” initiatives to uncover business gaps and drive strategic improvements

• Collaborate with data vendors, IT teams, and marketing to align CRM capabilities with business goals

• Develop project plans, timelines, budgets, and risk mitigation strategies

• Monitor KPIs and report on project performance to senior leadership

• Facilitate stakeholder workshops and feedback sessions

• Ensure compliance with POPIA and other data governance frameworks

• Champion CRM best practices and continuous improvement across the business

Qualifications

Experience 5+ years in CRM administration, data and project management, ideally with exposure to Salesforce CRM, some background SAP and working with stakeholders and retail environments

CRM Tools Proficiency in Salesforce, SAP, or similar platforms, other Martech systems

Data Management Strong understanding of data architecture, client segmentation, and lead scoring

Reporting Skilled in dashboarding tools (Power BI, Tableau) and Excel