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
