CRM Department Manager

Job description

We're recruiting a CRM Department Manager on behalf of a international leading FX Broker based in Dubai.

About Our Client

Our client is an online trading company specializing in Forex and CFDs, serving clients across the UK and European markets. The company utilizes the Meta Trader 4 (MT4) platform and focuses on delivering technology-driven trading solutions, client retention, conversion, and customer relationship management.

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.

Requirements

• Minimum 5+ years of CRM experience, including at least 3 years in a leadership or managerial role within Forex and CFD Industry.
• Experience working with the UK and European markets.
• 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.
• 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.

Preferred

European Nationality Preferred.

Benefits

• Salary - Up to AED 20000
• Medical health insurance.
• Employment Visa.

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