Executive Officer – Customer Relationship Management
COMMERCIAL BANK is inviting applications to join its team. It is noted as the Most Awarded Bank in Sri Lanka and is among the first Sri Lankan banks to be listed amongst the Top 1000 Banks in the World.
Job Profile (Key Duties)
The role is focused on the daily functioning, management, and strategic use of the CRM system:
Ensure smooth daily functioning of the CRM system, managing user support, data integrity, ticket tracking, and escalation processes.
Oversee internal CRM initiatives and coordinate cross-functional teams, supporting seamless integration with platforms like contact centers, mobile apps, and core banking systems.
Monitor analytics, generate performance dashboards, and recommend smart enhancements (such as automation, segmentation, and process redesign) to boost system utility and adoption.
Promote CRM usage across departments, maintain training materials and SOPs, and support campaigns to foster a unified customer experience.
Provide strategic direction and daily supervision to the CRM team, cultivating a collaborative and accountable work culture.
Generate, validate, and maintain dashboards and performance reports to support customer journey analysis and service excellence monitoring through tickets and leads.
Applicant's Profile
Education: Bachelor's degree in Business Administration, Information Systems, Marketing, or any related field.
Certification (Advantage): Professional certifications in CRM platforms or data analytics will be an added advantage.
Experience: Minimum 2–3 years' experience in CRM operations, digital platforms, or customer experience execution.
Software: Hands-on experience in Simple CRM, Salesforce, or equivalent.
Testing: Knowledge in UAT planning, test case writing and user feedback handling.
Reporting: Exposure to analytics and reporting tools such as Power BI, Excel or Google Data Studio.
Application Process
The successful candidate will be provided with an attractive remuneration package commensurate with benchmarked financial institutions.
Interested candidates are invited to apply for the position, and all applications should be routed through the corporate website.
To apply, please visit: www.combank.lk and navigate to Careers → Open Positions → Executive Officer – Customer Relationship Management.
