CRM Team Leader

Key Responsibilities

Team Leadership

• Lead, mentor, and develop a team of CRM Specialists ensuring high performance and KPI achievement
• Manage workload distribution, training, coaching, and performance reviews
• Build a results-driven, collaborative, and accountable team culture

CRM Strategy & Execution

• Develop and execute CRM strategies supporting customer retention, reactivation, and lifecycle management
• Oversee CRM campaigns, client communication flows, and engagement initiatives
• Align CRM activities with commercial targets and segmentation strategies

CRM System Ownership

• Oversee CRM system configuration, integrations, upgrades, and daily platform performance
• Maintain strong data governance — accuracy, segmentation quality, and process compliance
• Collaborate with technical teams and vendors to implement enhancements

Analytics & Reporting

• Lead customer data analysis, behavioural insights, and campaign performance evaluation
• Monitor and report CRM KPIs, retention metrics, and customer journey performance
• Prepare actionable reports and strategic recommendations for senior management

Cross-Functional Collaboration

• Act as the primary CRM liaison across Sales, Marketing, Operations, Compliance, and Technology
• Ensure CRM activities align with regulatory requirements and business priorities

Process Improvement

• Continuously review and standardise CRM workflows and operational processes
• Drive automation, efficiency improvements, and innovative CRM solutions

Requirements

• Minimum 3+ years CRM experience with at least 2 years in a leadership or managerial role
• Experience within Forex, financial services, or a related industry strongly preferred
• Proven track record managing CRM teams and leading cross-functional projects
• Strong knowledge of CRM systems, campaign management, customer segmentation, and data handling
• Advanced Microsoft Excel and MS Office proficiency — BI/reporting tools highly preferred
• Strong analytical, strategic thinking, and problem-solving skills
• Excellent written and verbal English communication skills
• Ability to thrive in a fast-paced, target-driven environment