CRM Officer

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:

• 2–3 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