Associate Manager, CRM Interaction

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.