CRM & Customer Engagement Lead

Ali & Sons Holding LLC; Abu Dhabi; On-site; AED 201,000 - 335,000; Full time

Job summary

Ali & Sons Motors is seeking a CRM Supervisor to lead our CRM and Call Centre activities, ensuring customer data, campaigns and journeys are effectively managed in line with commercial and customer experience objectives.

The successful candidate will combine CRM strategy, analytics, campaign management and team leadership to strengthen customer engagement, loyalty and retention. Fluency in Arabic and English is essential.

Qualifications

• University degree or equivalent relevant experience.
• Minimum 2 years of experience in a similar CRM or customer-focused supervisory role.
• Experience managing or supervising CRM and/or Call Centre teams.
• Strong understanding of customer data management, segmentation, CRM campaigns and customer journeys.
• A data-driven mindset with strong analytical and problem-solving skills.
• Ability to identify opportunities for process improvement and automation.
• Strong communication, leadership and stakeholder management skills.
• Fluency in both Arabic and English is essential.

Responsibilities

• Support the development and implementation of the CRM strategy in line with commercial, marketing, sales and customer experience objectives.
• Lead and supervise the CRM and Call Centre team, ensuring strong performance, productivity and continuous development.
• Ensure the accuracy, integrity, security and effective management of customer data within the CRM system.
• Develop meaningful customer segmentation and personalized communications to support cross-selling, upselling, retention, reactivation and loyalty initiatives.
• Manage day-to-day utilization and effectiveness of the CRM platform and identify opportunities for automation, integration and process improvement.
• Establish and monitor CRM KPIs and performance metrics, including customer engagement, conversion, retention, churn, repeat purchase, campaign ROI, customer lifetime value and database growth.
• Provide actionable insights and regular performance reports to support business and customer experience decisions.
• Work closely with Marketing, Sales, Digital, E-commerce, Customer Experience, IT and other key stakeholders to deliver integrated customer initiatives.
• Drive initiatives that enhance customer satisfaction, engagement, loyalty and retention.
• Continuously improve CRM processes, workflows and quality controls to increase efficiency and reduce manual activities.

Skills

Data-driven mindset

Analytical skills

Problem-solving

Communication

Leadership

Stakeholder management

Arabic

English

Education

Bachelor's degree or equivalent

Job description

Ali & Sons Motors is seeking a CRM Supervisor to lead our CRM and Call Centre activities, ensuring customer data, campaigns and journeys are effectively managed in line with commercial and customer experience objectives.

The successful candidate will combine CRM strategy, analytics, campaign management and team leadership to strengthen customer engagement, loyalty and retention. Fluency in Arabic and English is essential.