Head of Digital

Jex Recruitment | Connecting top talent with leading companies; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading recruitment firm seeks a Head of CRM & AI for a prominent financial services organization in Dubai. The successful candidate will spearhead the strategic direction of CRM and AI initiatives, leveraging Microsoft Dynamics 365 and AI technologies to enhance customer engagement and drive sales performance. Applicants should possess over 10 years of experience in digital transformation, with significant leadership experience in financial services, coupled with expertise in Microsoft Dynamics 365 and AI technologies.

Qualifications

• 10+ years in digital transformation/CRM/data-driven roles.
• 5+ years in a leadership capacity within financial services.
• Deep expertise in Microsoft Dynamics 365 and AI technologies.

Responsibilities

• Lead the CRM and AI roadmap aligned with business goals.
• Oversee delivery and optimization of the Microsoft Dynamics 365 CRM platform.
• Manage a team of CRM analysts and AI/ML specialists.

Skills

Digital Transformation

CRM Management

AI/ML Knowledge

Leadership

Stakeholder Management

Tools

Microsoft Dynamics 365

Azure AI

OpenAI APIs

Job description

Job Title: Head of CRM & AI (Dynamics)

Location: UAE

Industry: Financial Services

Job Purpose:

We are seeking a visionary and technically astute Head of CRM & AI to lead the strategic direction and execution of CRM and AI initiatives across the organisation. This role is pivotal in leveraging Microsoft Dynamics 365 and AI technologies to enhance customer engagement, drive sales performance, and enable data-driven decision-making in a competitive financial services environment.

Key Responsibilities:

• Strategic Leadership:
• Lead the CRM and AI roadmap in alignment with business goals, with a strong focus on customer centricity, automation, and revenue growth.
• CRM Ownership:
• Oversee end-to-end delivery and optimization of Microsoft Dynamics 365 CRM platform, ensuring it serves the needs of retail, corporate, and wealth management business lines.
• AI Enablement:
• Deploy advanced analytics, ML models, and GenAI capabilities (e.g., Copilot for Sales, Customer Insights) to personalize customer interactions and automate workflows.
• Data-Driven Marketing & Sales:
• Enable segmentation, campaign management, lead nurturing, and cross-sell strategies through AI-powered insights and CRM intelligence.
• Stakeholder Management:
• Collaborate with business leaders, IT, digital banking, and compliance teams to ensure CRM and AI strategies are aligned with enterprise goals.
• Team Leadership:
• Manage a team of CRM analysts, AI/ML specialists, and platform architects. Drive capability building and foster innovation.
• Governance & Compliance:
• Ensure data governance, model transparency, ethical AI practices, and alignment with regulatory standards (e.g., GDPR, CB UAE, MAS if cross-border).

Requirements:

• Experience:
• 10+ years in digital transformation / CRM / data-driven roles, with at least 5 years in a leadership capacity within financial services.
• Technology:
• Deep expertise in Microsoft Dynamics 365, including Sales, Marketing, Customer Insights, and Power Platform. Experience integrating with Azure AI, OpenAI APIs, or similar ML platforms is a plus.
• AI Knowledge:
• Practical understanding of GenAI, NLP, ML lifecycle, and use cases in financial services (e.g., customer churn prediction, conversational AI, credit scoring).

Only Shortlisted candidates will be spoken to!