General Manager Customer Relationship Manager

International Centre for DPI Innovation and Advancement (ICDIA)

Department: Global Collaboration, Advocacy & Business Development

Position Title: General Manager Customer Relationship Manager
Number of Positions: 1

Role Overview

The General Manager Customer Relationship Manager (CRM) will be responsible for developing and maintaining strong relationships with ICDIAs key stakeholders, partners, and clients across the Digital Public Infrastructure (DPI) ecosystem. The role will focus on enhancing stakeholder engagement, ensuring effective communication, and strengthening long-term partnerships with national and international organizations.

Key Responsibilities

• Develop and implement customer and stakeholder relationship strategies aligned with ICDIA’s strategic goals.
• Build and maintain strong relationships with government bodies, international organizations, industry partners, and research institutions.
• Act as the primary point of contact for key stakeholders and ensure high levels of engagement and satisfaction.
• Monitor and manage stakeholder interactions, feedback, and service delivery processes.
• Coordinate with internal teams to ensure timely response and effective support for partners and collaborators.
• Identify opportunities to strengthen partnerships and expand collaboration networks.
• Maintain CRM systems, track stakeholder engagement data, and prepare relationship management reports for leadership.
• Support the organization of stakeholder meetings, forums, and engagement programs.

Educational Qualifications

• Master’s degree in Business Administration (MBA), Marketing, Public Relations, International Business, or a related field.
• Additional qualifications in Customer Relationship Management, Strategic Partnerships, or Business Communication preferred.

Experience Required

• 10 – 15 years of relevant experience in customer relationship management, stakeholder engagement, account management, or partnership development.
• Experience working with government programs, international organizations, consulting firms, or technology ecosystems preferred.
• Exposure to digital platforms, innovation ecosystems, or public sector initiatives will be an advantage.

Key Skills

• Strong relationship management and stakeholder engagement capabilities
• Strategic communication and partnership development
• Customer experience management and service orientation
• Data analysis and CRM tools management
• Excellent interpersonal, negotiation, and presentation skills
• Ability to manage multiple stakeholder relationships across global networks

Preferred Certifications

• Certification in Customer Relationship Management (CRM) or Customer Experience Management
• Professional courses in Stakeholder Engagement, Business Communication, or Relationship Management
• Training in Digital Platforms or CRM Systems (e.g., Salesforce, HubSpot, etc.)

Age Criteria

• 35 – 50 years (preferred)

Compensation (CTC)

• Final CTC will depend on experience, expertise, and organizational guidelines.