Job Description

The Technical Product Manager – CRM leads delivery execution and capability enablement of Dynamics 365 CRM as the core customer relationship platform for Qiddiya. The role ensures CRM features and workflows enhance guest service excellence, operational efficiency, and personalization across Mobile, Web, Contact Centre, Ticketing and downstream engagement channels.

Key Responsibilities

• Own CRM backlog prioritization and refinement supporting business value delivery.
• Enable 360° customer views by governing CRM data quality and identity mapping.
• Drive CRM integration with AEP/CDP, Ticketing, Payments and Contact Centre platforms.
• Support SLA improvement through automation and AI-driven service enhancements.
• Mitigate operational risk by enforcing proper access controls and GDPR privacy compliance.
• Govern vendor delivery performance ensuring technical quality and readiness for releases.
• Support analytics-led service enhancements and KPI visibility for CX improvement.

Requirements

• Bachelor's degree in information Technology, MIS or a related field.
• +5 years digital product experience with CRM ownership responsibilities.
• Working knowledge of customer identity, service management and omnichannel support operations.
• Experience overseeing delivery in multi-vendor environments.
• Strong stakeholder influence and communication skills.
• Experience with Dynamics 365 is required.

Benefits

Offering a comprehensive compensation and benefits package.