Accountabilities and Key Roles:
- Develop, execute, and monitor CRM campaigns targeting cross-sell, up-sell, and retention opportunities.
- Coordinate with Head Office on national campaigns and tailor local engagement initiatives to maximum branch-level impact.
- Analyze campaign data to measure performance, track ROI, and identify optimization opportunities.
- Drive a customer-centric CRM culture across branches through training, regular reviews, and success sharing.
- Work closely with branch managers & program managers to ensure proactive customer engagement and follow-up on CRM leads.
- Create dashboards and reports highlighting performance at branch and staff levels.
- Continuously propose enhancements on CRM platform features and functions, manage the new added functions with transformation team and train staff on these new tools.
- Ensure the CRM system evolves in line with customer journey needs and market trends.
- Leverage analytics to segment customers, identify high-value opportunities, and personalize offers.
- Ensure CRM data integrity and consistent use of customer insights in marketing and sales activities.
- Partner with analytics teams to develop predictive models for cross-sell and retention.
- Produce monthly and quarterly performance reports on CRM and campaign outcomes.
- Measure campaign ROI, track improvement in customer engagement, and propose next steps.
- Present CRM insights and performance updates to management, linking them with overall business goals.
Job Requirements:
Education:
- Bachelor's degree in Business/Marketing from a recognized university.
Experience:
- 23 years in CRM, Campaign Management, or Retail Banking Marketing.
Competencies:
- Strategic and analytical mindset with attention to details
- Strong coordination and communication skills across departments.
- Ability to translate insights into actionable campaigns.
- Excellent presentation and stakeholder management skills.
- Passion for customer experience and continuous improvement
- Ability to experiment, test, and adapt quickly in a fast-evolving digital landscape.
- Understanding of diverse customer segments in the UAE market
