Strategic Client Relations Lead — Growth & Retention

XM; Dubai; On-site; AED 220,000 - 340,000; Full time

Benefits offered by this job

Remuneration package

Performance rewards

Personal development

International training

Job summary

XM is seeking a driven Lead Client Relations Manager in Dubai to strengthen client loyalty and drive engagement across the Group. You will lead client portfolios, implement retention strategies and coach a high-performing team to align with corporate objectives.

The role requires fluent Kazakh and Russian, excellent English, and a proven track record in business development or client relations. You will monitor KPIs, manage CRM quality and present market insights to support decision‑making.

Qualifications

• BSc in Business Administration or any business‑related field.
• Proven experience in business development, client partner relations or similar role.
• Fluent Kazakh and Russian speaker.
• English knowledge is a must.
• Self‑motivated and results driven.
• Ability to cope under pressure.
• Strong communication and interpersonal skills, with the ability to influence key stakeholders.
• Excellent client handling, problem solving and negotiation skills.
• Very good people management skills.
• Computer literate.

Responsibilities

• Set and monitor departmental KPIs in line with corporate targets and develop action plans to achieve them.
• Implement client engagement and retention strategies to strengthen loyalty, minimize churn and maximize client value.
• Oversee client portfolios ensuring proactive follow-up, consistent engagement and effective relationship management.
• Establish best practices for client communication, follow-up and retention across the team.
• Ensure accurate CRM maintenance and high standards of client data quality and documentation.
• Monitor client satisfaction, behavioral trends, retention performance and portfolio insights to identify improvement opportunities.
• Participate in events, seminars and promotional activities across different countries.
• Prepare presentations, reports and market analyses to support decision-making.
• Coach, motivate and develop team members while monitoring performance and supporting continuous improvement.

Skills

Business development

Client relations

Relationship management

Communication skills

Team leadership

CRM

Education

Bachelor's degree in Business Administration

Job description

XM is seeking a driven Lead Client Relations Manager in Dubai to strengthen client loyalty and drive engagement across the Group. You will lead client portfolios, implement retention strategies and coach a high-performing team to align with corporate objectives.

The role requires fluent Kazakh and Russian, excellent English, and a proven track record in business development or client relations. You will monitor KPIs, manage CRM quality and present market insights to support decision‑making.