CRM Manager

Crest Corporate Services; Dubai; On-site; AED 300,000 - 540,000; Full time

Benefits offered by this job

Employment visa & CAT A medical保险

Lunch buffet provided

Job summary

Crest Corporate Services is seeking an experienced CRM Manager in Dubai to lead the CRM function, optimize systems, and drive data-led strategies for client retention and engagement.

The role requires strong leadership, strategic thinking, and a track record in the FX/financial services sector, with a focus on delivering premium customer experiences across all touchpoints.

Qualifications

• 5+ years of CRM experience with 2–3 years in leadership within Forex/financial services or related industries.
• Proven experience managing CRM teams and leading cross-functional CRM projects.
• Strong knowledge of CRM systems, workflow configuration, segmentation, campaign management and data handling.
• Excellent written and verbal English communication skills.

Responsibilities

• Lead, mentor, and develop a team of CRM Specialists to high performance.
• Manage workload, training, coaching, and KPI reviews across the CRM department.
• Establish department best practices, workflows, and quality benchmarks.
• Drive a data-driven CRM strategy to improve retention, engagement, and value.
• Oversee CRM campaigns, communication flows, and lifecycle programs.
• Ensure CRM activities align with commercial targets and segmentation goals.
• Manage CRM system configuration, integrations, upgrades, and daily performance.
• Maintain data governance, accuracy, segmentation quality, and compliance.

Skills

CRM leadership

CRM systems

Data handling

Excel / MS Office

BI reporting

English fluency

Analytical thinking

Strategic thinking

Team leadership

Tools

MS Excel

MS Office

BI tools

Job description

An international leading Financial Services company is seeking an experienced, strategic, and performance-driven CRM Manager to lead its CRM function in Dubai.

This role is ideal for a strong CRM leader with proven experience in the Forex or financial/Real estate services industry, deep knowledge of CRM systems, strong analytical capability, and a KPI-oriented mindset. The successful candidate will oversee the CRM department, manage and develop a team of CRM Specialists, optimize CRM systems and workflows, and drive data-led strategies that enhance client retention, engagement, and overall customer experience.

As the head of the CRM department, you will play a key role in improving operational efficiency, strengthening customer lifecycle management, and ensuring a premium, consistent client experience across all touchpoints.

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.

QUALIFICATIONS AND EXPERIENCE

• Minimum 5+ years of CRM experience, including at least 2-3 years in a leadership or managerial role within Forex, financial/real estate services, or a related industry.
• 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.
• Strong analytical, strategic thinking, and problem-solving skills.
• 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.

• Lead a high-impact CRM department within a global FX brokerage environment.
• Play a key role in shaping customer retention, engagement, and CRM strategy.
• Work closely with senior leadership on business-critical initiatives.
• Drive innovation, automation, and process excellence across the customer journey.
• Benefit from strong opportunities for leadership growth and career development.
• Employment visa & CAT A medical insurance
• Lunch buffet provided by the company.