Grade: L3
Location: Islamabad
Company: JazzWorld
At JazzWorld, we power customer journeys through platforms that simplify acquisition, onboarding, engagement, and service delivery. As the Manager CRM & Onboarding, you will oversee the technology landscape encompassing CRM, Customer Onboarding, Lead Management, Order Capture, and Customer Interaction platforms. Your role will focus on platform governance, modernization, automation, and lifecycle management to enable scalable, reliable, and future-ready customer experiences. Collaborating with Technology, Commercial, Enterprise, Digital, Customer Experience, Sales teams, and external partners, you will help drive JazzWorld’s digital transformation and seamless customer journeys.
Key Responsibilities
- Own the end-to-end lifecycle, roadmap, governance, and architecture of CRM, Customer Onboarding, Lead Management, Order Capture, and Customer Interaction platforms.
- Drive platform optimization, automation, modernization, and transformation to enhance customer experience and operational efficiency.
- Ensure availability, reliability, scalability, capacity planning, and disaster recovery readiness across all customer-facing platforms.
- Enable seamless onboarding across Retail, Enterprise, Digital, and Self-Service channels to support acquisition, retention, engagement, and service delivery.
- Lead integration efforts across CRM, Order Management, Billing, Charging, and Digital Channels to deliver seamless end-to-end customer journeys.
- Manage major platform upgrades, migrations, and transformation initiatives, ensuring timely delivery of critical business capabilities.
- Oversee strategic vendors, system integrators, and technology partners, ensuring adherence to SLAs, KPIs, and contractual commitments.
- Ensure compliance with PTA regulations, data privacy, security, and organizational governance requirements.
- Promote adoption of TM Forum-aligned frameworks, industry best practices, and continuous improvement across customer management platforms.
Required Qualifications
- Minimum 7 years of IT/DBSS management experience within the telecom industry, with strong exposure to BSS platforms, CRM, and Order Management.
- Bachelor’s or Master’s degree in Computer Science, IT, Telecommunications, or a related field.
- Hands-on experience with CRM and pre-sale modules, along with knowledge of TM Forum, eTOM, and SID frameworks.
- Familiarity with ITSM and project management methodologies, including ITIL and Agile.
- Strong analytical, problem-solving, decision-making, leadership, and team management skills.
- Ability to thrive in a fast-paced, high-pressure environment.
Preferred Qualifications and Benefits
JazzWorld is at the forefront of building Pakistan’s next-generation digital services platform. Here, you will have the opportunity to develop products and solutions that address real challenges on a national scale. Leveraging JazzWorld’s extensive reach and shared capabilities across connectivity, transactions, and identity, you can transform ambitious ideas into impactful products and businesses.
This role offers the chance to innovate beyond existing solutions, turning concepts into category-leading businesses. JazzWorld fosters a culture of continuous learning, scaling, and building. As a certified Top Employer, the company is committed to global workplace standards and cultivating an inclusive environment where diverse talent can thrive and perform at their best.
Application Deadline: 28th September 2026
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