CRM Officer

Arab Bank; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution is seeking a CRM Manager to oversee campaigns that enhance customer retention and engagement. The role requires developing strategic CRM initiatives, analyzing performance metrics, and collaborating closely with branch managers. Candidates should possess a Bachelor's in Business/Marketing and have 2–3 years of relevant experience in CRM within the financial sector. Strong communication skills and a passion for customer experience are essential for success in this fast-paced industry.

Qualifications

• 2–3 years in CRM, Campaign Management, or Retail Banking Marketing.
• Strong analytical skills and attention to detail is required.

Responsibilities

• Develop and monitor CRM campaigns targeting customer retention.
• Analyze campaign data to track ROI and improve future strategies.
• Work with branch managers to ensure effective customer engagement.

Skills

Strategic and analytical mindset

Coordination and communication skills

Ability to translate insights into actionable campaigns

Excellent presentation skills

Passion for customer experience

Adaptability in a digital landscape

Understanding of UAE customer segments

Education

Bachelor’s degree in Business/Marketing

Job description

Accountabilities and Key Roles:

• Develop, execute, and monitor CRM campaigns targeting cross-sell, up-sell, and retention opportunities.
• Coordinate with Head Office on national campaigns and tailor local engagement initiatives to maximum branch-level impact.
• Analyze campaign data to measure performance, track ROI, and identify optimization opportunities.
• Drive a customer-centric CRM culture across branches through training, regular reviews, and success sharing.
• Work closely with branch managers & program managers to ensure proactive customer engagement and follow-up on CRM leads.
• Create dashboards and reports highlighting performance at branch and staff levels.
• Continuously propose enhancements on CRM platform features and functions, manage the new added functions with transformation team and train staff on these new tools.
• Ensure the CRM system evolves in line with customer journey needs and market trends.
• Leverage analytics to segment customers, identify high-value opportunities, and personalize offers.
• Ensure CRM data integrity and consistent use of customer insights in marketing and sales activities.
• Partner with analytics teams to develop predictive models for cross-sell and retention.
• Produce monthly and quarterly performance reports on CRM and campaign outcomes.
• Measure campaign ROI, track improvement in customer engagement, and propose next steps.
• Present CRM insights and performance updates to management, linking them with overall business goals.

Job Requirements:

Education:

• Bachelor’s degree in Business/Marketing from a recognized university.

Experience:

• 2–3 years in CRM, Campaign Management, or Retail Banking Marketing.

Competencies:

• Strategic and analytical mindset with attention to details
• Strong coordination and communication skills across departments.
• Ability to translate insights into actionable campaigns.
• Excellent presentation and stakeholder management skills.
• Passion for customer experience and continuous improvement
• Ability to experiment, test, and adapt quickly in a fast-evolving digital landscape.
• Understanding of diverse customer segments in the UAE market