CRM Department Manager

About the Role
We are recruiting for a CRM Department Manager to lead the customer relationship management initiatives for an international leading FX broker based in Dubai. This role focuses on driving technology-driven trading solutions, enhancing client retention, conversion, and overall customer relationship management within the Forex and CFDs sector.

Key Responsibilities
Team Leadership & Department Management

• Lead, mentor, and develop a team of CRM Specialists to ensure high performance and alignment with business objectives.
• Manage workload distribution, training, coaching, performance reviews, and KPI achievement across the CRM department.
• Establish departmental best practices, workflows, performance standards, and quality benchmarks.
• Build a results-driven, collaborative, and accountable team culture.

CRM Strategy & Execution

• Develop and execute CRM strategies that support customer retention, engagement, reactivation, and long-term client value.
• Align CRM initiatives with commercial targets, customer lifecycle goals, and segmentation strategies.
• Oversee CRM campaigns, client communication flows, engagement initiatives, and lifecycle programs.
• Ensure all CRM activities contribute to measurable business growth and improved client experience.

CRM System Ownership & Optimization

• Oversee CRM system configuration, workflow design, integrations, upgrades, maintenance, and daily platform performance.
• Ensure CRM platforms are efficient, accurate, scalable, and aligned with business requirements.
• Maintain strong data governance standards, including data accuracy, segmentation quality, and process compliance.
• Collaborate with technical teams, vendors, and internal stakeholders to implement enhancements and resolve system issues.

Analytics & Decision Support

• Lead customer data analysis, behavioral insights, segmentation, and campaign performance evaluation.
• Monitor and report CRM KPIs, customer journey performance, retention metrics, and operational efficiency.
• Prepare clear, actionable reports and strategic recommendations for senior management.
• Use data-driven insights to identify opportunities for improvement, automation, and revenue growth.

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Operations, Compliance, and Technology teams to ensure seamless customer experiences.
• Act as the main communication point between CRM and other departments for CRM-led initiatives.
• Ensure CRM activities are aligned with regulatory requirements, business priorities, and operational standards.
• Support cross-functional projects that improve customer engagement, service quality, and internal efficiency.

Process Improvement & Innovation

• Continuously review, improve, and standardize CRM processes and operational workflows.
• Drive automation, efficiency enhancements, and system improvements across the CRM department.
• Identify opportunities to elevate customer satisfaction, communication quality, and lifecycle performance.
• Recommend innovative CRM solutions, tools, and strategies to support business growth.

Requirements

• Minimum 5+ years of CRM experience, including at least 3 years in a leadership or managerial role within Forex and CFD Industry.
• Experience working with the UK and European markets.
• Proven experience managing CRM teams and leading cross-functional CRM projects.
• Strong knowledge of CRM systems, workflow configuration, customer segmentation, campaign management, and data handling.
• Excellent written and verbal communication skills in English.
• Advanced proficiency in Microsoft Excel and MS Office; BI or reporting tool experience is highly preferred.
• Excellent leadership, organizational, and time-management abilities.
• Ability to work in a fast-paced, target-driven, and evolving business environment.
• Strong understanding of customer lifecycle management, retention strategies, and CRM performance metrics.

Preferred

• European Nationality Preferred.

Benefits

• Salary - Up to AED 20,000
• Medical health insurance.
• Employment Visa.