Job Description

The EBG CRM/OM Domain Owner holds end-to-end accountability for the strategy, delivery, and sustained health of StarHub’s Customer Relationship Management (CRM) and Order Management (OM) platforms. This includes stewardship of Salesforce CRM, CloudSense CPQ/Order Management, and other bespoke CRM/OM solutions, as well as responsibility for evolving StarHub’s broader CRM/OM landscape.

This role ensures that CRM/OM capabilities enable and empower sales and service channels for SME, Enterprise, Wholesale, and International segments. Acting as both a technology steward and business partner, the role balances operational reliability with innovation, ensuring seamless customer and employee experiences. This position is pivotal in driving automation, platform stability, compliance, and business continuity, while shaping the long-term CRM/OM roadmap to align with enterprise priorities and evolving market needs. 

Key Responsibilities

Domain Ownership and Platform Stewardship 

• Own the performance scalability and sustainability of CRMOM systems including Salesforce CloudSense and bespoke solutions 
• Ensure platform reliability compliance and system stability while driving continuous improvements in UX data integrity and integrated workflows 
• Establish monitor and report against key operational KPIs availability performance adoption fulfilment outcomes 
• Lead automation DevSecOps and process optimization initiatives to streamline sales and service workflows 

Strategic Stewardship and Leadership 

• Provide longterm leadership and oversight of the domains people systems and outcomes ensuring alignment with organizational strategy 
• Establish and maintain the right leadership structure within the domain to drive accountability ownership and performance 
• Define and manage prioritization of initiatives to ensure the most impactful work is delivered in line with business objectives 
• Take ownership for delivering measurable results across people process and technology dimensions of the domain 

Strategic Planning and Roadmap 

• Define and deliver the multiyear CRMOM technology roadmap ensuring alignment with StarHubs enterprise strategy 
• Evaluate prioritize and secure investments that maximize business impact and competitive advantage 
• Drive the endtoend fulfilment journey enablement from order capture through provisioning and support 
• Anticipate emerging needs ensuring the CRMOM domain evolves cohesively with adjacent enterprise systems 

Operational Excellence and DevOps Execution 

• Oversee daytoday domain operations to ensure services meet or exceed agreed servicelevel objectives SLOs 
• Run the domain in a DevOps model including oncall schedules incident management monitoring and proactive issue resolution 
• Manage development capacity across competing demandsfeature enhancements technical debt remediation regulatory compliance security obligations operational fixes and audit requirements 
• Champion a culture of accountability postmortems and continuous improvement to enhance resilience and operational maturity 

CrossDomain Collaboration and CrossFunctional Leadership 

• Partner closely with other domain owners to ensure interoperability reduce duplication and enable seamless enterprise workflows 
• Proactively manage dependencies across domains eg Billing ERP Digital Channels Data to ensure integrated solutions 
• Collaborate with related leadership roles across the organization clarifying mandates and ensuring seamless alignment of responsibilities 
• Champion knowledge sharing organizational alignment and crossfunctional success 

Team and Resource Management 

• Build lead and mentor CRMOMaligned teams ensuring succession coverage for critical roles 
• Develop and implement sourcing and capability strategies including vendor management and internally owned operations 
• Oversee domain budget capacity planning and effective allocation of people and resources to balance delivery and sustainability 
• Foster a healthy highperforming team culture grounded in accountability transparency and continuous learning 

Stakeholder Engagement and Senior Management Communication 

• Serve as the senior liaison for CRMOM initiatives across EBG SME Wholesale and International business units 
• Engage with executive stakeholders providing clear and timely communication of roadmaps risks progress and achievements 
• Build consensus on longterm CRMOM platform evolution balancing business demands with technical sustainability 
• Act as a trusted advisor to senior management shaping strategic decisionmaking on customer platforms and fulfilment processes 

Qualifications

Qualifications & Experience

• Bachelor’s or Master’s degree in Computer Science, Engineering, Business Information Systems, or related field.
• 10+ years of experience in CRM/OM platforms, with at least 5 years in senior leadership roles.
• Demonstrated ownership of mission-critical domains with responsibility for budgets, teams, and long-term strategy.
• Deep knowledge of CRM and OM platforms, including Salesforce CRM and CloudSense CPQ/Order Management.
• Proven experience supporting sales and service workflows across SME, Enterprise, and Wholesale customer segments.
• Strong understanding of CRM UX optimization, workflow integration, and end-to-end fulfilment processes.
• Familiarity with enterprise IT ecosystems (e.g., SAP, billing, middleware, DevSecOps practices).
• Experience running teams in a DevOps operating model, including on-call support, incident management, and continuous delivery.
• Strong knowledge of balancing development capacity across feature delivery, tech debt, compliance, and operational demands.
• Proven ability to define and execute domain strategies aligned to enterprise business goals.
• Strong financial and resource management skills, with track record of managing vendor and internal teams.
• Exceptional stakeholder management and executive communication skills, with the ability to influence senior leadership.
• Collaborative leader skilled at cross-domain coordination, consensus-building, and organizational change leadership.
• Resilient, forward-looking leader with ability to balance delivery velocity and technical sustainability.