Head of Customer Relationship Management (CRM)

Decision Management Consultants is recruiting a Head of Customer Relationship Management (CRM) for one of its clients operating in the Forex industry in Dubai UAE.

About Our Client

Our client is a well-established Forex trading company based in Dubai operating in a fast-paced and highly regulated financial services environment. The company is known for its strong focus on technology-driven solutions customer-centric operations and compliance with international regulatory standards. With a growing presence in the region they offer innovative trading services and a dynamic workplace that encourages performance growth and collaboration.

Key Responsibilities

• Lead mentor and develop a team of CRM Specialists to ensure high performance and continuous improvement
  
• Oversee workload distribution training coaching and achievement of KPIs
  
• Develop and execute department-wide CRM strategies aligned with business objectives
  
• Oversee CRM system configuration workflow design integrations upgrades and ongoing maintenance
  
• Lead data interpretation behavioral analysis and customer segmentation to provide actionable insights for senior-level decision-making
  
• Work closely with Sales Marketing Operations and Compliance teams to ensure seamless customer experiences and aligned strategies
  
• Continuously review optimize and refine CRM processes and operational workflows across the department
  
  

• Minimum of 3 years of experience in CRM roles including at least 2 years in a leadership or managerial position within Forex or financial services
  
• Proven experience managing CRM teams and leading cross-functional projects
  
• Strong knowledge of CRM systems including workflow configuration and data management
  
• Excellent communication skills in English; proficiency in Hindi is a strong advantage
  
• Advanced proficiency in Excel and MS Office; experience with BI and reporting tools is preferred
  
• Strong analytical and strategic thinking skills with excellent problem-solving abilities
  
• Demonstrated leadership organizational and time-management skills
  

• Competitive Salary
  
• Employee Benefits as per UAE Labour Law