MIS Officer – CRM Focus

About the role

The MIS Officer – CRM Focus supports the ERP and CRM platforms, ensuring data accuracy and smooth customer‑experience initiatives. Working under the MIS Manager and in close collaboration with the Customer Experience Manager, the role blends technical support with execution of loyalty, survey and engagement campaigns.

Key responsibilities

• Update, clean and validate customer data in CRM and ERP systems.
• Support data imports, exports, reconciliation and quality checks across platforms.
• Execute CRM campaigns, journeys, surveys and loyalty activities (SMS, email, digital channels).
• Prepare operational, CRM/ERP and CX reports using Excel and basic SQL queries.
• Provide first‑level functional and technical support for CRM, ERP and related business platforms.
• Escalate technical issues and system enhancements to the MIS Manager.
• Assist with user acceptance testing, regression testing and validation of system enhancements.
• Coordinate with vendors, system integrators and internal teams for testing, issue resolution and documentation.

Required profile

• Bachelor’s degree in MIS, Business Information Systems or a related field.
• Minimum 1 year of experience as an MIS Officer, CRM/ERP Officer or junior systems/CX support role.
• Basic exposure to CRM operations, customer data management and ERP concepts.

Required skills

• Microsoft Dynamics 365 (CRM) – advantage.
• Microsoft Dynamics 365 Finance & Operations – plus.
• Foundational knowledge of SQL for data extraction and validation.
• Strong proficiency in Microsoft Excel; exposure to Power BI is a plus.