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Associate Manager, CRM Interaction

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Description

Role: Associate Manager CRM Interaction

Location: Abu Dhabi

Role Purpose:

  • The Interaction Specialist will be responsible for designing and optimizing customer interactions within the CRM framework to drive engagement satisfaction and loyalty.
  • This role requires a creative thinker with a passion for delivering exceptional customer experiences across digital and traditional channels.
  • The ideal candidate will have a strong background in customer interaction design campaign management and digital marketing strategies.

Key Accountabilities of the role:

Interaction Design and Campaign Management:

  • Lead the design and development of customer interactions within the CRM system including email campaigns SMS notifications in-app messages and personalized offers.
  • Collaborate with marketing product and sales teams to develop targeted interaction strategies aligned with business objectives customer segmentation and lifecycle stages.
  • Utilize CRM tools and analytics to track and measure the effectiveness of interactions optimizing campaigns for engagement conversion and retention.
  • Understand requirement of different frontline teams like Branches Contact Center and design journeys best suited for the purpose.

Personalization and Segmentation:

  • Implement segmentation strategies to tailor interactions and communications based on customer profiles behaviors and preferences.
  • Leverage data-driven insights and predictive analytics to deliver personalized experiences and recommendations to customers across channels.
  • Continuously test and refine interaction designs and messaging to enhance relevance effectiveness and impact on customer engagement metrics.
  • Reduce hand-offs for single workflow and assign internal metrics for completion of sub-tasks

Omnichannel Integration:

  • Ensure seamless integration and consistency of interactions across multiple channels and touchpoints including online mobile social media and offline channels.
  • Collaborate with IT and digital teams to leverage CRM capabilities for omnichannel marketing automation personalization and cross-channel attribution.
  • Monitor customer interactions and feedback across channels identifying opportunities to optimize channel mix and enhance the overall customer journey.

Post-Implementation Support:

  • Provide ongoing support and guidance to frontline staff on executing and managing customer interactions within the CRM system.
  • Analyze interaction performance metrics and campaign results providing insights and recommendations for optimization and improvement.
  • Collaborate with the Service Journey Mapping Expert and other stakeholders to align interaction strategies with overall customer experience goals and objectives.

Specialist Skills / Technical Knowledge Required for this role:

  • Bachelors degree in marketing communications or a related field; advanced degree preferred.
  • Minimum of 8 years of experience in customer interaction design campaign management or related roles within the banking or financial services industry.
  • Proficiency in CRM platforms (preferably Microsoft Dynamics) marketing automation tools and digital analytics platforms.
  • Strong creative and analytical skills with the ability to translate customer insights into compelling interaction designs and campaigns.
  • Excellent project management and organizational skills with the ability to manage multiple priorities and deliver results within tight deadlines.
  • Strong communication and collaboration skills with the ability to work effectively across departments and influence stakeholders at all levels of the organization.



Required Experience:

Manager

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