Job description

The Salesforce CRM Analyst – Commercial & Investment Banking CRM Consultant is responsible for leading business requirement definition and supporting CRM platform selection within a Commercial & Investment Banking (CIB) environment in Abu Dhabi, United Arab Emirates. The role operates as a platform-neutral Functional CRM Consultant and Business SME focused on defining outcome-driven, vendor-agnostic CRM functional requirements rather than technical implementation specifics across Salesforce CRM or Microsoft CRM platforms. The position involves leading stakeholder workshops with Corporate and Investment Banking teams to capture relationship management requirements, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking requirements, servicing workflows, complaints management, SLA tracking, client communications, and interaction history. The role includes documenting current-state pain points, defining target-state expectations, and building prioritized functional requirements catalogues structured using Must, Should, and Could prioritization frameworks. Responsibilities include defining user personas, operational roles, service volumes, documenting scope boundaries, assumptions, and designing end-to-end customer and service journeys. The Salesforce CRM Analyst defines operational KPIs, reporting expectations, SLA requirements, escalation processes, and governance dependencies. The role also supports RFP authoring, drafts functional RFP sections, defines vendor demo scenarios, evaluates vendor responses, and performs gap analysis and risk assessments. The position requires producing deliverables including functional requirements packs, process documentation, journey documentation, demo scripts, scoring criteria, and final assessment recommendations. The role also identifies organizational change impacts, outlines training and adoption requirements, and supports CRM transformation initiatives within Commercial & Investment Banking environments.