CRM Marketing Manager – Customer Engagement (Hybrid, Dubai)

About the role

We are looking for a hands‑on CRM & Customer Engagement Manager to design and scale an omnichannel lifecycle programme for a high‑volume, regulated business in Dubai. The role combines strategic leadership with day‑to‑day execution across email, mobile, in‑app and paid re‑engagement channels while maintaining strict compliance.

Key responsibilities

• Lead and performance‑manage a small team of CRM/engagement specialists, setting objectives and prioritising projects.
• Own the end‑to‑end customer lifecycle—from registration and verification to activation, ongoing engagement, dormancy and win‑back.
• Coordinate omnichannel programmes across email, push, SMS, in‑app messaging and CRM‑driven paid retargeting.
• Build audience intelligence and segmentation, including behavioural cohorts, predictive segments and real‑time triggers.
• Implement personalisation at scale with dynamic content based on jurisdiction, language, preferences and lifecycle stage.
• Maintain the CRM marketing platform, data model, journey orchestration, template library and platform health.
• Ensure a clean single customer view with reliable data syncing and audit‑ready processes across multiple jurisdictions.
• Monitor performance metrics such as deliverability, engagement, conversion, retention and attribution, driving continuous experimentation and reporting.
• Collaborate cross‑functionally with Product, IT, Compliance, Legal, Operations and Customer Support.

Required profile

• 3+ years managing omnichannel CRM/lifecycle programmes in a regulated, high‑volume environment.
• Proven hands‑on experience with customer data, segmentation, triggers and lifecycle automation.
• Team‑leadership experience with a track record of developing people and driving performance.
• Background in financial services, fintech, trading‑adjacent, iGaming or similar regulated sectors is preferred.
• Comfortable owning and analysing metrics such as conversion, retention, reactivation and attribution.

Required skills