CRM Operations Lead – EMEA Lifecycle & Data

General Motors Company; United Arab Emirates; Hybrid; AED 180,000 - 280,000; Full time

Job summary

General Motors in Dubai is seeking a CRM Operations Specialist to oversee day-to-day customer lifecycle marketing and CRM operations across the Middle East and Africa. You will coordinate direct marketing through email, WhatsApp and other approved channels, support lead management, dealer BDC handoffs, and reporting to improve engagement and conversions.

You will report to the Dubai office at least three days per week, coordinating with dealers, agencies and technology partners to deliver

Qualifications

• Bachelor’s degree in Marketing, Business, Communications, Information Systems or a related field, or equivalent practical experience.
• 3–5 years of experience in CRM, marketing operations, sales operations, customer experience, business operations or a related field.
• Experience working in a customer-facing, digitally enabled or data-driven business.
• Strong working knowledge of customer lifecycle marketing, direct marketing, lead management, customer journeys, CRM processes and marketing operations.
• Experience with CRM tools, data quality, reporting, workflow management and process improvement.
• Proficiency in Microsoft Excel, PowerPoint and standard office productivity tools.
• Strong attention to detail, analytical thinking, problem-solving, organization and time management skills.
• Clear written and verbal communication skills, with the ability to explain complex issues simply.
• Fluency in written and spoken English.
• Ability to work collaboratively and independently across teams, markets and levels of seniority.
• Ability to work from the Dubai office at least three days per week, with remote work subject to business needs.

Responsibilities

• Improve regional lead management processes across sales, service and other customer inquiry journeys, ensuring leads are accurately captured, enriched, routed and handed off to dealer BDC and showroom teams.
• Monitor lead performance across contact, appointment, test-drive, service show, lead-to-sale and lost-lead recovery measures, recommending actions to improve conversion.
• Coordinate the execution and optimization of customer lifecycle journeys across email, WhatsApp and other approved direct marketing channels.
• Manage audience selection, segmentation, data validation, campaign setup, scheduling, testing, deployment and post-campaign monitoring.
• Operate CRM and marketing technology platforms, coordinating data flows, integrations, testing, releases, platform performance and defect resolution.
• Prepare recurring reports and monitor dashboards covering lead volumes, campaign activity, data quality, engagement and conversion performance.
• Coordinate with dealers, internal teams, agencies, vendors and technology partners to resolve issues, maintain operational standards and deliver continuous improvement initiatives.

Skills

CRM operations

Lead management

Customer journeys

Data quality

Reporting

Excel

PowerPoint

English fluency

Cross-functional collaboration

Communication

Education

Bachelor’s degree in Marketing/Business/Communications/IS

Tools

Salesforce

CRM tools

Job description

General Motors in Dubai is seeking a CRM Operations Specialist to oversee day-to-day customer lifecycle marketing and CRM operations across the Middle East and Africa. You will coordinate direct marketing through email, WhatsApp and other approved channels, support lead management, dealer BDC handoffs, and reporting to improve engagement and conversions.

You will report to the Dubai office at least three days per week, coordinating with dealers, agencies and technology partners to deliver