Accountable to CX Director IT for all IT deliverables related to the Customer Experience (CX) systems at Ceer, which includes Sales, Service, and Marketing.
Lead the implementation of IT systems supporting the Customer Experience division. These IT systems include but are not limited to:
CRM Solution (likely SAP CX Suite)
Contact/Call Center
Integration with Ceer Mobile App
Implementation of Retail Management System (RMS/DMS) and integration with related systems
Website / Metaverse
All other Digital Services
Working together with peers, ensure the optimal integration of the Customer Experience systems with related systems such as the ERP system.
Deliver and manage required foundational systems to support the Ceer public website.
Identify, develop, and deploy required systems to support CX marketing requirements in retail locations, such as AR/VR tools in show rooms.
Manage Ceer’s inventory of domain names/registrations, including renewal as required.
Together with Business Services (IT) and Product Development (IT) implement a Vehicle Configuration tool which allows customers to configure their vehicle online.
Participate in software upgrades, design, implementation, functional testing, and data validation of Ceer systems as required to ensure delivery of quality solutions that meet Ceer needs
Support developing and future CX division initiatives as required to achieve Ceer’s objectives related to Customer Experience.
Ability to align technology solutions with organizational goals.
IT Staff Management: Recruit, train, and coach IT staff. Communicate job expectations and appraise their performance.
Risk Management: Identify and manage potential technology risks, such as cyber-attacks and data breaches.
Reports to
CX Director, IT
Direct Reports
3
Department
IT
Grade
8
Job Purpose
Ensuring the smooth design, deployment and operation of technology systems related to Customer Experience (CRM, Marketing, eCommerce, Contact Center, Website and other Digital Services).
Managing a Team and Leading the technology partners and or systems integrators in implementation of selected CX solutions
Qualifications, Experience, Skills & Competencies
Education:
Bachelor of Science, in Information Technology, Computer Science or Related discipline
Skills & Competencies:
Experience in IT CX solutions, Automotive industry experience preferred.
Able to interact effectively with all levels of management
Team player and networking skills
Strong analytical/problem solving skills
Good Communication Skills in English.
Arabic Speaker is a big plus. Strong preference for Saudi National.
