CRM Department Manager

Management Solutions International MSI; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading FX brokerage is seeking an experienced CRM Department Manager for its Dubai office. This role involves leading the CRM function, optimizing processes, and enhancing the customer experience across all touchpoints. The ideal candidate will have a minimum of 3 years in CRM, including 2 years in a leadership role, expertise in CRM systems, and strong analytical skills. Additional language skills in Hindi are a plus. This position offers a significant opportunity for leadership development and career advancement.

Benefits

Leadership development opportunities

Key role in CRM strategy

Career progression opportunities

Qualifications

• Minimum 3 years of experience in CRM roles, with at least 2 years in a leadership capacity.
• Proven experience managing CRM teams and leading initiatives.
• Strong hands-on knowledge of CRM systems.

Responsibilities

• Lead and develop a CRM team to ensure high performance.
• Oversee workforce distribution and KPI achievement.
• Drive comprehensive CRM strategies for customer retention.

Skills

CRM expertise

Analytical thinking

Communication skills

Leadership

Problem-solving

Tools

CRM systems

Excel

MS Office

BI and reporting tools

Job description

About the Role

An international leading FX Broker is seeking an experienced and strategic CRM Department Manager to lead its CRM function in Dubai. This role is ideal for a results-driven leader with deep CRM expertise strong analytical acumen and proven experience managing CRM teams within the Forex or financial services industry.

As the Head of the CRM Department you will be responsible for driving CRM strategy, optimizing systems and processes, and delivering a premium consistent client experience across all touchpoints. This is a key leadership role that will have a direct impact on customer retention, engagement and overall operational efficiency.

Key Responsibilities

Team Leadership & Department Management

• Lead, mentor and develop a team of CRM Specialists to ensure high performance and alignment with business objectives.

• Oversee workload distribution, training, coaching and KPI achievement across the CRM department.

• Establish and maintain best practices, workflows and performance standards for all CRM operations.

CRM Strategy & Execution

• Develop and execute comprehensive CRM strategies to drive customer retention, engagement and long‑term value.

• Ensure CRM initiatives align with commercial targets, customer lifecycle goals and segmentation strategies.

System Ownership & Optimization

• Own the CRM platform including system configuration, workflow design, integrations, upgrades and ongoing maintenance.

• Ensure data accuracy, governance, system efficiency and optimal platform performance.

• Collaborate with internal technical teams and external vendors to implement enhancements and resolve issues.

Analytics & Decision Support

• Lead behavioral analysis, data interpretation and customer segmentation to support strategic decision‑making.

• Monitor and report on CRM KPIs, campaign performance and end‑to‑end customer journey metrics.

• Provide clear actionable insights and reports to senior management.

Cross‑Functional Collaboration

• Work closely with Sales, Marketing, Operations and Compliance teams to ensure seamless customer experiences and aligned strategies.

• Act as the primary point of coordination for CRM‑driven initiatives across departments.

Process Improvement & Innovation

• Continuously evaluate and improve CRM processes and operational workflows.

• Drive automation, efficiency improvements and system enhancements.

• Recommend and implement innovative CRM solutions to elevate customer satisfaction and engagement.

Requirements

• Minimum 3 years of experience in CRM roles with at least 2 years in a leadership or managerial capacity within Forex or financial services.

• Proven experience managing CRM teams and leading cross‑functional initiatives.

• Strong hands‑on knowledge of CRM systems including workflow configuration and data management.

• Excellent communication skills in English; Hindi is a strong advantage.

• Advanced proficiency in Excel and MS Office; experience with BI and reporting tools is preferred.

• Strong analytical and strategic thinking capabilities with excellent problem‑solving skills.

• Demonstrated leadership, organizational and time‑management abilities.

• Ability to adapt to evolving systems, processes and business requirements.

Why Join Us

• Lead a high‑impact CRM function within a global FX brokerage.

• Play a key role in shaping CRM strategy and enhancing the company‑wide customer experience.

• Access strong opportunities for leadership development and career progression.