CRM Department Manager

An international leading FX Broker is seeking an experienced and strategic CRM Department Manager to lead its CRM function in Dubai. This role is ideal for a results-driven leader with deep CRM expertise strong analytical acumen and proven experience managing CRM teams within the Forex or financial services industry.

As the Head of the CRM Department you will be responsible for driving CRM strategy optimizing systems and processes and delivering a premium consistent client experience across all touchpoints. This is a key leadership role that will have a direct impact on customer retention engagement and overall operational efficiency.

• Lead mentor and develop a team of CRM Specialists to ensure high performance and alignment with business objectives.

• Oversee workload distribution training coaching and KPI achievement across the CRM department.

• Establish and maintain best practices workflows and performance standards for all CRM operations.

• Develop and execute comprehensive CRM strategies to drive customer retention engagement and long-term value.

• Ensure CRM initiatives align with commercial targets customer lifecycle goals and segmentation strategies.

• Own the CRM platform including system configuration workflow design integrations upgrades and ongoing maintenance.

• Ensure data accuracy governance system efficiency and optimal platform performance.

• Collaborate with internal technical teams and external vendors to implement enhancements and resolve issues.

• Lead behavioral analysis data interpretation and customer segmentation to support strategic decision-making.

• Monitor and report on CRM KPIs campaign performance and end-to-end customer journey metrics.

• Provide clear actionable insights and reports to senior management.

• Work closely with Sales Marketing Operations and Compliance teams to ensure seamless customer experiences and aligned strategies.

• Act as the primary point of coordination for CRM-driven initiatives across departments.

• Continuously evaluate and improve CRM processes and operational workflows.

• Drive automation efficiency improvements and system enhancements.

• Recommend and implement innovative CRM solutions to elevate customer satisfaction and engagement.

• Minimum 3 years of experience in CRM roles with at least 2 years in a leadership or managerial capacity within Forex or financial services.

• Proven experience managing CRM teams and leading cross-functional initiatives.

• Strong hands-on knowledge of CRM systems including workflow configuration and data management.

• Excellent communication skills in English; 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 capabilities with excellent problem-solving skills.

• Demonstrated leadership organizational and time-management abilities.

• Ability to adapt to evolving systems processes and business requirements.

• Lead a high-impact CRM function within a global FX brokerage.

• Play a key role in shaping CRM strategy and enhancing the company-wide customer experience.

• Access strong opportunities for leadership development and career progression.