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Head of Customer Relationship Management (CRM)

30+ days ago 2026/06/14
Other Business Support Services
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Job description

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


Requirements
  • 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

Benefits
  • Competitive Salary
  • Employee Benefits as per UAE Labour Law

This job post has been translated by AI and may contain minor differences or errors.
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