Manager, Digital Acquisitions

Commercial Bank of Dubai; United Arab Emirates; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Digital Engagement Manager to lead innovative strategies across digital channels. This exciting role involves enhancing customer experiences through data-driven campaigns, optimizing customer journeys, and ensuring compliance with local regulations. You will collaborate with cross-functional teams to drive digital adoption and engagement, leveraging the latest trends and technologies in banking. Join this forward-thinking organization to make a significant impact on customer engagement and satisfaction in the digital space.

Qualifications

• 7-10 years in Digital Banking and Transformation with proven success.
• Hands-on experience with mobile apps and online banking platforms.

Responsibilities

• Design and implement digital engagement strategies for customer loyalty.
• Monitor KPIs and provide insights for optimization.

Skills

Digital Banking

Digital Marketing

Customer Journey Mapping

Campaign Management

Data Analysis

Communication Skills

Education

Bachelor's Degree in Digital Marketing

Tools

Adobe Experience Cloud

Google Analytics

Power BI

Tableau

JIRA

Azure DevOps

Job description

Job Purpose

We are seeking a dynamic and innovative Digital Engagement Manager to join our team at CBD to lead customer engagement strategies across digital channels. The ideal candidate will drive customer-centric initiatives, enhance digital experiences, and strengthen our brand s presence across web, mobile, and social platforms, ensuring alignment with our overall business objectives. As a key player in digital channels, you will be responsible for driving engagement across channels delivering compelling solutions that drives adoption of our digital channels.

This role reports directly to the Head of Digital Channels

Responsibilities:

The Digital Engagement Manager will have accountability across the Digital Teams for customer engagement.

Strategy Development: Design and implement digital engagement strategies to grow customer loyalty, usage, and satisfaction. Align digital campaigns with overall marketing, customer experience (CX), and business goals.

Customer Journey Management: Map, monitor, and optimize digital customer journeys across mobile apps, websites, and online banking platforms. Leverage analytics and customer insights to identify friction points and opportunities for engagement improvement.

Campaign Management: Plan and execute targeted, data-driven campaigns (push notifications, emails, SMS, in-app messages) to improve onboarding, cross-selling, and retention. Manage loyalty programs and digital rewards initiatives.

Channel Ownership: Oversee customer engagement across key digital touchpoints including mobile banking apps, web portals, chatbots, and social media. Collaborate with product, IT, Design and CX teams to ensure seamless digital experiences.

Analytics and Reporting: Monitor and track KPIs such as customer engagement rates, Net Promoter Score (NPS), app usage, conversion rates, retention rates, and campaign ROI. Provide regular reports with insights and recommendations for optimization.

Innovation and Trends: Stay updated on digital banking trends, emerging technologies (e.g., AI personalization, conversational banking), and competitive benchmarks. Suggest and implement new tools and tactics to enhance digital engagement.

Compliance: Ensure all digital engagement activities comply with UAE banking regulations and data privacy laws.

Communicate product updates, progress, and strategy effectively to stakeholders at all levels of the organization, including senior leadership.

Requirements:


Qualifications and Experience:

Proven experience (7-10 years) in Digital Banking and Transformation, Digital Engagement, Digital Marketing, across Mobile and Online Banking, in Financial Services or similar role in a Financial Services environment, with a track record of success in Digital Engagement initiatives.

Minimum of Bachelor s degree in Digital Marketing, Digital Engagement/Media, Communications, Information / Marketing Technology or a related field.

At least 5 years of experience working specifically with digital platforms such as mobile apps, online banking portals, or omni-channel CRM systems

Hands-on experience managing customer lifecycle campaigns, personalized communication, and data-driven targeting.

Demonstrated success in increasing digital adoption and engagement through customer journey optimization, segmentation, and campaign

management.
Strong understanding of customer journey mapping, persona development, and touchpoint optimization.

Proficiency with CRM systems, marketing automation tools, and digital analytics platforms (e.g., Adobe Experience Cloud, Google Analytics), and dashboards (e.g., Power BI, Tableau).

Understanding of SEO, SEM, content management systems (CMS), email marketing, mobile engagement strategies, and social media engagement.

Solid understanding of banking concepts, products, procedures and operations.

Solid understanding of agile methodologies, and experience with agile tools such as JIRA or Azure DevOps.

Familiarity with UAE Central Bank regulations, data privacy laws (e.g., UAE Data Protection Law), and compliance in the banking sector.

Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.

Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

Experience working in cross-functional teams with IT, UX/UI, analytics, compliance, and product departments.

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