CRM Manager

Job description / Role

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 and real estate services industry, deep knowledge of CRM systems, strong analytical capabilities, 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 the 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 and 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 and 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 an improved client experience.

CRM system ownership and 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 and 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 and 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.

Requirements

• At least five years of CRM experience, including two to three years in a leadership or managerial role within forex, financial or 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 Microsoft Office; experience with business intelligence or reporting tools 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.

Benefits

• 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 and CAT A medical insurance.
• Company-provided lunch buffet.