Associate Manager, CRM Interaction

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading financial services company in Abu Dhabi is seeking an Associate Manager for CRM Interaction to enhance customer engagement and satisfaction through innovative strategies. Candidates should possess a strong background in interaction design, campaign management, and require a degree in marketing or a related field, with extensive experience in the banking sector.

Qualifications

• Minimum 8 years of experience in customer interaction roles within banking.
• Strong analytical and creative skills.
• Ability to manage multiple priorities under tight deadlines.

Responsibilities

• Design and develop customer interactions within the CRM system.
• Lead segmentation strategies to tailor communications.
• Collaborate across departments to ensure consistent omnichannel experiences.

Skills

Customer interaction design

Campaign management

Digital marketing strategies

Project management

Analytical skills

Communication skills

Education

Bachelors degree in marketing

Advanced degree preferred

Tools

Microsoft Dynamics

Marketing automation tools

Digital analytics platforms

Job description

Description

Role: Associate Manager CRM Interaction

Location: Abu Dhabi

Role Purpose:

• The Interaction Specialist will be responsible for designing and optimizing customer interactions within the CRM framework to drive engagement satisfaction and loyalty.
• This role requires a creative thinker with a passion for delivering exceptional customer experiences across digital and traditional channels.
• The ideal candidate will have a strong background in customer interaction design campaign management and digital marketing strategies.

Key Accountabilities of the role:

Interaction Design and Campaign Management:

• Lead the design and development of customer interactions within the CRM system including email campaigns SMS notifications in-app messages and personalized offers.
• Collaborate with marketing product and sales teams to develop targeted interaction strategies aligned with business objectives customer segmentation and lifecycle stages.
• Utilize CRM tools and analytics to track and measure the effectiveness of interactions optimizing campaigns for engagement conversion and retention.
• Understand requirement of different frontline teams like Branches Contact Center and design journeys best suited for the purpose.

Personalization and Segmentation:

• Implement segmentation strategies to tailor interactions and communications based on customer profiles behaviors and preferences.
• Leverage data-driven insights and predictive analytics to deliver personalized experiences and recommendations to customers across channels.
• Continuously test and refine interaction designs and messaging to enhance relevance effectiveness and impact on customer engagement metrics.
• Reduce hand-offs for single workflow and assign internal metrics for completion of sub-tasks

Omnichannel Integration:

• Ensure seamless integration and consistency of interactions across multiple channels and touchpoints including online mobile social media and offline channels.
• Collaborate with IT and digital teams to leverage CRM capabilities for omnichannel marketing automation personalization and cross-channel attribution.
• Monitor customer interactions and feedback across channels identifying opportunities to optimize channel mix and enhance the overall customer journey.

Post-Implementation Support:

• Provide ongoing support and guidance to frontline staff on executing and managing customer interactions within the CRM system.
• Analyze interaction performance metrics and campaign results providing insights and recommendations for optimization and improvement.
• Collaborate with the Service Journey Mapping Expert and other stakeholders to align interaction strategies with overall customer experience goals and objectives.

Specialist Skills / Technical Knowledge Required for this role:

• Bachelors degree in marketing communications or a related field; advanced degree preferred.
• Minimum of 8 years of experience in customer interaction design campaign management or related roles within the banking or financial services industry.
• Proficiency in CRM platforms (preferably Microsoft Dynamics) marketing automation tools and digital analytics platforms.
• Strong creative and analytical skills with the ability to translate customer insights into compelling interaction designs and campaigns.
• Excellent project management and organizational skills with the ability to manage multiple priorities and deliver results within tight deadlines.
• Strong communication and collaboration skills with the ability to work effectively across departments and influence stakeholders at all levels of the organization.
  

Required Experience:

Manager