CRM Department Manager

About the role

Decision Management Consultants is recruiting a CRM Department Manager on behalf of an international leading FX broker based in Dubai. The client is an online trading company specializing in Forex and CFDs, serving clients across the UK and European markets, using the MetaTrader 4 platform and focusing on client retention, conversion and customer relationship management.

Key responsibilities

• Lead, mentor and develop a team of CRM specialists, manage workload, training, coaching, performance reviews and KPIs, and set departmental best practices and quality benchmarks.
• Develop and run CRM strategies for retention, engagement, reactivation and long-term client value, aligning them with commercial targets and customer lifecycle goals.
• Oversee CRM campaigns, client communication flows, engagement initiatives and lifecycle programs.
• Manage CRM system configuration, workflow design, integrations, upgrades, maintenance and data governance, and work with technical teams and vendors on improvements.
• Analyse customer data, segment customers, evaluate campaign performance, monitor CRM KPIs and customer journey metrics, and report findings to senior management.
• Work with Sales, Marketing, Operations, Compliance and Technology teams, and act as the main contact for CRM-led initiatives.
• Improve CRM processes and workflows, drive automation, and recommend new CRM tools and strategies.

Required profile

• Minimum 5+ years of CRM experience, including at least 3 years in a leadership or managerial role within the Forex and CFD industry.
• Experience working with the UK and European markets.
• Proven experience managing CRM teams and leading cross-functional CRM projects.
• Excellent written and verbal communication skills in English; European nationality preferred.

Required skills

• Strong knowledge of CRM systems, workflow configuration, customer segmentation, campaign management and data handling.
• Advanced proficiency in Microsoft Excel and MS Office; BI or reporting tool experience highly preferred.
• Leadership, organizational and time-management abilities in a fast-paced, target-driven environment.

What we offer

• Salary up to AED 20,000.
• Medical health insurance.
• Employment visa.