CRM Junior – Customer Relationship Management

About the role

The CRM Junior will support the senior CRM team in implementing and maintaining customer relationship management solutions for Zain. This role involves technical testing, post‑go‑live support, and ensuring system stability to meet Zain’s customer satisfaction and speed‑to‑market goals.

Key responsibilities

• Review, analyze and approve design and development of vendor modules and CRM applications.
• Collaborate with vendors to document technical requirements and create design documents.
• Transfer knowledge of new applications to operations teams and inform users of changes.
• Act as testing resource for unit, integration and acceptance testing during project lifecycles.
• Maintain and administer in‑house applications to prevent performance drops.
• Provide second‑level front‑end support, resolve trouble tickets and customer complaints.
• Evaluate commercial concept papers and technical requirements, oversee pre‑production and production environments.
• Ensure compliance with Information Security Management System policies and report security incidents.

Required profile

• Strong communication and presentation skills across all organizational levels.
• Ability to work in agile environments.
• Knowledge of CRM systems and telecom‑specific support processes.

Required skills

• CRM applications experience
• Proficiency in Microsoft Office suite (Excel, PowerPoint)
• SQL
• Python (optional but beneficial)
• Agile methodologies