JT Group Limited
CRM Technical Lead
Requirements
Candidates should have strong CRM and enterprise technology expertise, experience leading technical delivery and platform improvements, and knowledge of commercial processes in telecommunications. They should also demonstrate stakeholder influence, supplier and service management, governance and risk awareness, strong communication, and a customer-focused approach; a degree in Computer Science, Engineering, or a related field, or equivalent experience, is requested.
Job Description
Department: Technology
Location: CI/UK
Description
We are looking for an experienced CRM Technical Lead to take ownership of the performance, development and continuous improvement of our CRM ecosystem within the Commercial domain. This is a hands-on yet strategic role where you will shape the future of CRM capabilities, automation initiatives and digital transformation activities that enhance customer experience, improve operational efficiency and deliver key business objectives.
Working across technology, commercial and operational teams, you will act as the technical authority for CRM solutions, building strong relationships with stakeholders, suppliers and service providers. You will provide expert guidance on CRM strategy, platform optimisation and service performance while ensuring solutions remain aligned to business priorities and customer needs.
This role offers the opportunity to make a significant impact in a dynamic telecommunications environment that values innovation, collaboration and continuous learning. You will join a culture that encourages curiosity, accountability and professional growth while helping to deliver meaningful improvements that support customer growth, retention and long-term business success.
JT is committed to building a diverse and inclusive working environment and JT Family. We will ensure that all individuals are provided reasonable accommodation to participate in job applications, interviews, onboarding processes and beyond. Should you require any support or assistance in making your application, please contact us at hrinbox@jtglobal.com.
Key Responsibilities
- Lead the development, optimisation and continuous improvement of the CRM ecosystem.
- Identify and deliver automation opportunities that improve operational performance and customer outcomes.
- Provide technical leadership and expert guidance on CRM initiatives and platform capabilities.
- Monitor, govern and enhance CRM platform performance, utilisation and data integrity.
- Define and report on service, operational and customer performance metrics.
- Develop CRM capabilities that support customer acquisition, retention and revenue growth.
- Build and manage effective relationships with CRM vendors and managed service providers.
- Lead cross-functional delivery activities to implement enhancements and business improvements.
- Manage technical budgets, estimates and expenditure, ensuring effective financial governance.
- Act as the key link between business stakeholders and IT teams, ensuring CRM investments deliver value..
- Strong knowledge of CRM platforms, commercial business processes and their application within a telecommunications environment.
- Experience leading technical delivery, platform improvement and business-focused technology initiatives.
- Solid understanding of governance, risk management and operating within regulated environments.
- Demonstrated ability to influence stakeholders and provide technical leadership across multiple teams.
- Excellent communication skills with the ability to translate complex technical concepts into practical business outcomes.
- Degree-level qualification in Computer Science, Engineering or a related discipline, or equivalent professional experience.
- Strong technical expertise across enterprise applications, integrations, data platforms and related technologies.
- Experience managing suppliers, service performance, commercial relationships and value realisation.
- Customer-focused mindset with the agility to adapt to changing priorities and business requirements.
- Commitment to collaboration, accountability, innovation and delivering high-quality results.
- 24 days holiday
- Health & Dental Insurance
- Pension Scheme
- Bonus Scheme
- Fully discounted staff services or cash allowance in lieu
- Co-working office spaces available for remote employees
- Professional Development
- Recharge Days
Through our hybrid working initiative we have diversified the ways in which we recruit, which also means that we are now able to support posts in major global locations. The benefits that are listed above are an example of those that we provide in our key locations, if you are applying from outside of these areas, please note that your compensation package might look a little different.
Our main priority is colleague wellbeing, and we hope this offers greater opportunity for a work life balance. We aim to offer this approach to all colleagues across the business, but we recognise that there are certain roles that will need to work in a specific way due to their nature, such as our colleagues working in engineering, our contact centres and our retail outlets. We are actively working with our management teams to increase flexibility wherever we can.
Education
Skills
About JT Group Limited
JT (Jersey Telecom) is a government-owned full-service global connectivity and business enterprise provider offering the full range of communications services and solutions required to connect people together and deliver excellence in customer experience. Headquartered in the British Channel Islands, JT employs over 500 people across the world and has a thriving international business providing services such as SIM swap prevention, mobile number portability, enterprise messaging and sponsored roaming. JT has a history of developing innovative products, its IoT division, created in 2014 was sold for a record sum in 2021 and the company continues to invest in other emerging technology products and services, such as Fraud Protection. In 2018 JT became the first telecoms provider globally to complete a socially-inclusive project to connect fibre-optic broadband directly to the homes and businesses of every customer in Jersey, pushing the island to the top of world-wide internet charts for broadband speeds in 2021. JT’s Sustainability Strategy sets out clear targets to reduce its impact on the planet, whilst promoting key social priorities that bring communities together. JT International website: www.jtglobal.com/International JT Enterprise website: www.jtglobal.com/business Consumer website: www.jtglobal.com/personal Careers website: www.jtglobal.com/careers Follow us Social: Facebook: www.facebook.com/jtsocial Twitter: @JTsocial or @jt_business Instagram: @JTsocial