Project description

Customer is seeking a platform-neutral Functional CRM Consultant / Business SME to lead business requirement definition and ensure the RFP reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB).
This role focuses on what Customer needs the CRM to do, not how Salesforce or Microsoft does it.

Responsibilities

Business & Process Assessment

Lead workshops with Corporate and Investment Banking stakeholders to capture:

Relationship management needs

Client onboarding journey

Credit lifecycle touchpoints

Deal and pipeline tracking

Servicing, complaints, and SLAs

Client communications and interaction history

Document current-state pain points and target-state expectations.

Functional Scope Definition:

Build a functional requirements catalogue that is:

Platform-neutral

Prioritized (Must / Should / Could)

Written in measurable, testable language

Define user personas, roles, and service volumes.

Clearly document scope boundaries and assumptions.

Customer & Service Journey Design:

Define end-to-end journeys and key business flows.

Capture SLA and escalation requirements.

Define operational KPIs and reporting expectations.

RFP Authoring & Vendor Evaluation Support:

Draft the functional sections of the RFP.

Define demo scenarios that vendors must follow.

Support evaluation of vendor responses from a business capability perspective.

Identify functional gaps, risks, and process impacts.

Change & Adoption Considerations:

Identify organizational and process change implications.

Outline training and adoption needs.

Highlight dependencies on policy, governance, or operating model.

Reporting & Outputs:

Functional requirements pack

Process and journey documentation

Demo scripts and scoring criteria

Functional gap and risk log

Input into final assessment recommendation

Skills

Must have

Need a strong program manager with 15 to 20 years of experience to run the project.

Required Experience

Strong CRM functional background (banking/CIB preferred).

Experience in requirements structuring.

Experience running vendor or platform assessments.

Strong workshop facilitation and stakeholder engagement skills.

________________________________________

Key Skills

Business Process Design

CRM Functional Expertise (platform-neutral mindset)

Banking / CIB Domain Knowledge

Requirements Capturing and Structuring

Vendor Evaluation Support

Stakeholder Facilitation

Analytical Documentation

Project Manager skills

Nice to have

Other

Languages

English: C2 Proficient

Seniority

Lead

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26/10/2026

Req. VR-125734

Apply for Enterprise CRM Architect (Engagement Lead) in Abu Dhabi

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