CRM Manager

An international leading Financial Services company is seeking an experienced, strategic, and performance-driven CRM Manager to lead its CRM function in Dubai.

This role is ideal for a strong CRM leader with proven experience in the Forex or financial/Real estate services industry, deep knowledge of CRM systems, strong analytical capability, and a KPI-oriented mindset. The successful candidate will oversee the CRM department, manage and develop a team of CRM Specialists, optimize CRM systems and workflows, and drive data-led strategies that enhance client retention, engagement, and overall customer experience.

As the head of the CRM department, you will play a key role in improving operational efficiency, strengthening customer lifecycle management, and ensuring a premium, consistent client experience across all touchpoints.

KEY RESPONSIBILITIES

Team Leadership & Department Management

• Lead, mentor, and develop a team of CRM Specialists to ensure high performance and alignment with business objectives.

• Manage workload distribution, training, coaching, performance reviews, and KPI achievement across the CRM department.

• Establish departmental best practices, workflows, performance standards, and quality benchmarks.

• Build a results-driven, collaborative, and accountable team culture.

CRM Strategy & Execution

• Develop and execute CRM strategies that support customer retention, engagement, reactivation, and long-term client value.

• Align CRM initiatives with commercial targets, customer lifecycle goals, and segmentation strategies.

• Oversee CRM campaigns, client communication flows, engagement initiatives, and lifecycle programs.

• Ensure all CRM activities contribute to measurable business growth and improved client experience.

CRM System Ownership & Optimization

• Oversee CRM system configuration, workflow design, integrations, upgrades, maintenance, and daily platform performance.

• Ensure CRM platforms are efficient, accurate, scalable, and aligned with business requirements.

• Maintain strong data governance standards, including data accuracy, segmentation quality, and process compliance.

• Collaborate with technical teams, vendors, and internal stakeholders to implement enhancements and resolve system issues.

Analytics & Decision Support

• Lead customer data analysis, behavioral insights, segmentation, and campaign performance evaluation.

• Monitor and report CRM KPIs, customer journey performance, retention metrics, and operational efficiency.

• Prepare clear, actionable reports and strategic recommendations for senior management.

• Use data-driven insights to identify opportunities for improvement, automation, and revenue growth.

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Operations, Compliance, and Technology teams to ensure seamless customer experiences.

• Act as the main communication point between CRM and other departments for CRM-led initiatives.

• Ensure CRM activities are aligned with regulatory requirements, business priorities, and operational standards.

• Support cross-functional projects that improve customer engagement, service quality, and internal efficiency.

Process Improvement & Innovation

• Continuously review, improve, and standardize CRM processes and operational workflows.

• Drive automation, efficiency enhancements, and system improvements across the CRM department.

• Identify opportunities to elevate customer satisfaction, communication quality, and lifecycle performance.

• Recommend innovative CRM solutions, tools, and strategies to support business growth.

• Minimum 5+ years of CRM experience, including at least 2-3 years in a leadership or managerial role within Forex, financial/real estate services, or a related industry.

• Proven experience managing CRM teams and leading cross-functional CRM projects.

• Strong knowledge of CRM systems, workflow configuration, customer segmentation, campaign management, and data handling.

• Excellent written and verbal communication skills in English.

• Advanced proficiency in Microsoft Excel and MS Office; BI or reporting tool experience is highly preferred.

• Strong analytical, strategic thinking, and problem-solving skills.

• Excellent leadership, organizational, and time-management abilities.

• Ability to work in a fast-paced, target-driven, and evolving business environment.

• Strong understanding of customer lifecycle management, retention strategies, and CRM performance metrics.

• Lead a high-impact CRM department within a global FX brokerage environment.
• Play a key role in shaping customer retention, engagement, and CRM strategy.
• Work closely with senior leadership on business-critical initiatives.
• Drive innovation, automation, and process excellence across the customer journey.
• Benefit from strong opportunities for leadership growth and career development.
• Employment visa & CAT A medical insurance
• Lunch buffet provided by the company.