Assistant Manager- CRM

edari; Dubai; On-site; AED 223,000 - 446,000; Full time

Job summary

edari is seeking an Assistant Manager – CRM to oversee loyalty programme governance, system integrations, and compliance for a major Dubai client. The role drives operational stability and continuous optimisation across digital loyalty touchpoints.

You will own UAT, data governance, and release management, coordinating with Loyalty, IT, CRM, Digital, and external partners to deliver seamless member experiences.

Qualifications

• Bachelor's degree or equivalent preferred.
• Experience with Salesforce CRM is advantageous.
• Strong CRM, loyalty systems, and hotel systems experience.
• Governance, data protection, and compliance knowledge.
• Experience with UAT and release management.

Responsibilities

• Manage day-to-day operational performance, governance, and stability of loyalty systems and integrated platforms.
• Monitor system performance, coordinate issue resolution, and manage escalations with IT teams and external vendors.
• Identify opportunities for system optimisation, automation, and continuous improvement.
• Oversee testing and validation of website and mobile app releases impacting loyalty functionality.
• Lead loyalty system workstreams for new implementations, upgrades, and enhancements.
• Coordinate cross-functional collaboration with Loyalty, IT, CRM, Digital, Finance, and external partners to ensure successful project delivery.
• Own and manage User Acceptance Testing (UAT), including test planning, execution, defect management, and go-live readiness.
• Ensure post-implementation monitoring and system stabilisation following new releases.
• Maintain data quality, system integrity, and compliance with GDPR and other data protection regulations.
• Support fraud prevention initiatives and monitor loyalty programme transactions for operational risks.
• Own and maintain Standard Business Procedures, ensuring documentation is accurate, current, and audit-ready.
• Oversee partner file processing, including member enrolments, points and miles transactions, upgrades, reconciliations, imports, and exports.
• Provide technical support for partner integrations and assist with billing and reconciliation processes.
• Contribute to the ongoing enhancement, scalability, and digital transformation of the loyalty programme.

Skills

Salesforce CRM

CRM platforms

Loyalty systems governance

Stakeholder management

UAT testing

Data governance

GDPR compliance

Education

Bachelor's degree

Tools

Salesforce

Loyalty management system

Job description

We are looking to hire an Assistant Manager – CRM who will be responsible for overseeing the governance, operational stability, compliance, and continuous optimisation of loyalty programme systems and integrations for our client based in Dubai, which is one of the largest organizations in the region.

This position is a 5-month contract.

We are looking for a passionate Assistant Manager – CRM with strong experience in loyalty systems, CRM platforms, and operational governance. You should have expertise in system integrations, user acceptance testing (UAT), data governance, compliance, and stakeholder management, with the ability to drive system optimisation and ensure a seamless member experience across digital platforms.

Key Responsibilities:

• Manage the day-to-day operational performance, governance, and stability of loyalty systems and integrated platforms.
• Monitor system performance, coordinate issue resolution, and manage escalations with IT teams and external vendors.
• Identify opportunities for system optimisation, automation, and continuous improvement.
• Oversee testing and validation of website and mobile application releases impacting loyalty functionality.
• Lead loyalty system workstreams for new implementations, upgrades, and enhancement projects.
• Coordinate cross-functional collaboration with Loyalty, IT, CRM, Digital, Finance, and external partners to ensure successful project delivery.
• Own and manage User Acceptance Testing (UAT), including test planning, execution, defect management, and go-live readiness.
• Ensure post-implementation monitoring and system stabilisation following new releases.
• Maintain data quality, system integrity, and compliance with GDPR and other applicable data protection regulations.
• Support fraud prevention initiatives and monitor loyalty programme transactions for operational risks.
• Own and maintain Standard Business Procedures, ensuring documentation is accurate, current, and audit-ready.
• Oversee partner file processing, including member enrolments, points and miles transactions, upgrades, reconciliations, imports, and exports.
• Provide technical support for partner integrations and assist with billing and reconciliation processes.
• Contribute to the ongoing enhancement, scalability, and digital transformation of the loyalty programme.

Knowledge, Skills & Experience:

• Bachelor's degree or equivalent qualification is preferred.
• Experience in Salesforce CRM is an advantage.
• Strong experience with CRM platforms, loyalty programme systems, and hotel systems.
• Experience in loyalty systems governance, operational support, and system administration.
• Strong understanding of system integrations and release management processes.
• Experience leading User Acceptance Testing (UAT) and structured testing methodologies.
• Knowledge of GDPR, data governance, and compliance best practices.
• Experience in fraud prevention, operational risk management, and audit readiness.
• Strong process improvement, documentation, and SOP governance skills.
• Excellent stakeholder management skills with the ability to work effectively across business and technical teams.
• Strong analytical, problem-solving, and organisational skills with exceptional attention to detail.

Availability:

• Preference will be given to candidates available immediately.

We are looking for a candidate who will be able to work in Dubai, United Arab Emirates.