CRM Operations Specialist

About the role

General Motors is hiring a CRM Operations Specialist in Dubai to manage day-to-day customer lifecycle marketing and CRM operations across the Middle East and Africa. The role coordinates direct marketing across email, WhatsApp and other approved channels, supports lead management, dealer BDC handoffs, campaign and journey operations, data quality and reporting, and acts as the operational link between marketing objectives and the systems and processes that deliver them. The arrangement is hybrid: reporting to the Dubai office at least three days per week, with up to two remote days depending on business needs.

Key responsibilities

• Improve regional lead management processes across sales, service and other customer inquiry journeys, ensuring leads are captured, enriched, routed and handed off to dealer BDC and showroom teams.
• Monitor lead performance across contact, appointment, test-drive, service show, lead-to-sale and lost-lead recovery measures, and recommend actions to improve conversion.
• Coordinate the execution and optimization of customer lifecycle journeys across email, WhatsApp and other approved direct marketing channels.
• Manage audience selection, segmentation, data validation, campaign setup, scheduling, testing, deployment and post-campaign monitoring.
• Operate CRM and marketing technology platforms, coordinating data flows, integrations, testing, releases, performance and defect resolution.
• Prepare recurring reports and monitor dashboards covering lead volumes, campaign activity, data quality, engagement and conversion performance.
• Coordinate with dealers, internal teams, agencies, vendors and technology partners to resolve issues and deliver continuous improvement.

Required profile

• Bachelor's degree in Marketing, Business, Communications, Information Systems or a related field, or equivalent practical experience.
• 3-5 years of experience in CRM, marketing operations, sales operations, customer experience, business operations or a related field.
• Experience in a customer-facing, digitally enabled or data-driven business.
• Fluency in written and spoken English.
• Ability to work from the Dubai office at least three days per week.

Required skills

• Strong working knowledge of customer lifecycle marketing, direct marketing, lead management, customer journeys, CRM processes and marketing operations.
• Experience with CRM tools, data quality, reporting, workflow management and process improvement.
• Proficiency in Microsoft Excel, PowerPoint and standard office productivity tools.
• Preferred: experience with Salesforce CRM and marketing tools, and Salesforce certification.