CRM- Digital Retail Trading

Purpose:

Build and manage the customer relationship management (CRM) infrastructure and digital communication strategy for the EFG Hermes ONE app, ensuring the platform supports client segmentation, campaign execution, and lifecycle communications at scale — while overseeing all transactional and operational client communications across all digital touchpoints.

Responsibilities:

1. Lead the configuration, integration, and data hygiene of the CRM platform to ensure a reliable and scalable infrastructure for the ONE app user base.
2. Build and maintain client segmentation models based on investment behaviour, product usage, and demographic data to support targeted and personalized lifecycle communications.
3. Support the Client Value Management Manager in campaign execution, managing audience lists, scheduling, and channel setup to ensure effective and efficient campaign delivery.
4. Develop CRM reporting dashboards and deliver insights on engagement, retention, and campaign performance to inform data-driven decision-making.
5. Manage CRM vendor relationships, ensuring platform capabilities continuously meet the evolving needs of concerned teams.
6. Coordinate with technology and data teams on CRM integrations, application programming interface connections, and data pipelines to ensure consistent data flow across systems.
7. Ensure all CRM activities comply with data protection regulations and the firm's data governance policies.
8. Define and maintain CRM best practices, documentation, and training materials for the wider ONE app team.
9. Ensure compliance with all applicable AML/CTF rules and regulations as required in the conduct of the role.
10. Ensure timely completion of all relevant AML/CTF training provided by the Group.
11. Ensure response to AML, CTF & sanctions inquiries in a timely manner.

Job Requirements

1. Bachelor's degree in Marketing, Business, Computer Science, or equivalent.
2. 4 – 6 years of experience in CRM management, marketing operations, or data-driven marketing within fintech or financial services.
3. Hands-on experience configuring and managing customer relationship management platforms such as Braze, Salesforce Marketing Cloud, Clevertap, HubSpot or similar tools.
4. Strong data literacy with hands-on experience in SQL, segmentation logic, and campaign performance analysis
5. Experience managing CRM integrations with mobile apps and data pipelines.
6. Strong knowledge of GDPR and local data protection requirements.
7. Excellent command of Arabic and English.
8. Excellent communication skills (written, verbal and listening): able to communicate technical concepts effectively to a varied audience.
9. Able to build partnerships and work well in teams towards achieving key common business objectives.
10. Can identify, recommend and implement solutions for problems. Capable of making timely decisions and anticipating consequences.
11. Detail oriented; ensure deliverables are always of a high quality.
12. Flexible in taking on new tasks.
13. Multi-tasker, with the ability to meet changing deadlines, and to prioritize and handle multiple projects.

Thank you for your interest in applying to EFG Holding. Due to the high volume of applications/interest, please note that we are only able to respond directly to applicants that are shortlisted for interviews.