Head of Customer Relationship Management (CRM)

Decision Management Consultants is recruiting a Head of Customer Relationship Management (CRM) for one of its clients operating in the Forex industry in Dubai, UAE.

About Our Client

Our client is a well-established Forex trading company based in Dubai, operating in a fast-paced and highly regulated financial services environment. The company is known for its strong focus on technology-driven solutions, customer-centric operations, and compliance with international regulatory standards. With a growing presence in the region, they offer innovative trading services and a dynamic workplace that encourages performance, growth, and collaboration.

Key Responsibilities

• Lead, mentor, and develop a team of CRM Specialists to ensure high performance and continuous improvement
• Oversee workload distribution, training, coaching, and achievement of KPIs
• Develop and execute department-wide CRM strategies aligned with business objectives
• Oversee CRM system configuration, workflow design, integrations, upgrades, and ongoing maintenance
• Lead data interpretation, behavioral analysis, and customer segmentation to provide actionable insights for senior-level decision-making
• Work closely with Sales, Marketing, Operations, and Compliance teams to ensure seamless customer experiences and aligned strategies
• Continuously review, optimize, and refine CRM processes and operational workflows across the department
  
  

• Minimum of 3+ years of experience in CRM roles, including at least 2 years in a leadership or managerial position within Forex or financial services
• Proven experience managing CRM teams and leading cross-functional projects
• Strong knowledge of CRM systems, including workflow configuration and data management
• Excellent communication skills in English; proficiency in 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 skills with excellent problem-solving abilities
• Demonstrated leadership, organizational, and time-management skills

• Competitive Salary
  
• Employee Benefits as per UAE Labour Law