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customer engagement manager

Gargash Group

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 The Customer Journey Manager is responsible for overseeing and improving the entire customer journey, from initial awareness through post-purchase engagement. This job is responsible to manages the strategic design, implementation, and optimisation of customer experience programs and initiatives across all customer engagement channels that ensure a best-in-class customer experience.
 
 
 
 
 
 
 KEY DUTIES &amp; RESPONSIBILITIES
 
 
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 Collaborate with cross-functional teams to map the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
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 Develop and refine customer personas to better understand the diverse needs and preferences of our customer base.
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 Plan, design, and oversee the Initiation and implementation of an overarching group loyalty strategy to increase customer engagement, boost retention, drive cross-selling/upselling opportunities and maximise sales.
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 Perform in-depth target audience research and execute data-driven customer segmentation to ensure our loyalty program is customized according to each audience segment.
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 Map Customer Journey by business and define and implement standards/procedures.
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 Direct activities to research best practices, establish metrics, and collect and analyse customer data and feedback.
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 Conduct surveys across group verticals to gather information on the customer experience and provide strategies to enhance it.
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 Communicate a customer experience vision and defined goals to stakeholders that drive a consistent end-to-end customer experience across the organisation.
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 Collect and analyse customer feedback and data to gain insights into customer behaviour and preferences.
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 Create and manage customer segments to enable personalised engagement and targeted marketing efforts.
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 Work closely with marketing, sales, product development, and customer support teams to ensure a cohesive and exceptional customer journey.
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 Create and manage communication strategies that nurture customer relationships, including onboarding, upselling, and retention campaigns.
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 Develop and execute retention strategies to reduce churn and increase customer lifetime value.
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 Utilise customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
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 Lead the design and implementation of customer experience initiatives/projects with the objective to continually improve the group&rsquo;s Net Promoter Score.
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 Mentor and provide professional development opportunities for junior team members.
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 Uphold company values throughout business practices and use sound judgment in decision making.
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 Any other additional duties as may be required by management based on needs of the business.
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 WORK EXPERIENCE
 
 
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 A minimum of 5 to 7 years in related field.
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 Proven experience in customer journey management, CRM, or related roles.
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 EDUCATIONAL QUALIFICATION
 
 
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 Relevant bachelor&rsquo;s degree in related field.
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 Master&rsquo;s degree is an added advantage.
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 SKILLS/BEHAVIOR ATTRIBUTES
 
 
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 Strong strategic thinking and problem-solving abilities.
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 Excellent communication and interpersonal skills.
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 Leadership and team management experience.
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 Proficiency with CRM software, marketing automation tools, and data analysis.
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 Familiarity with industry best practices and trends in customer journey management.
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Customer Journey Manager

Brainstorm Human Resource Consultant

One of a leading Retail client in Dubai is looking for Loyalty &amp; CRM Manager to join their team.We are seeking a data-driven and customer-obsessed Loyalty &amp; CRM Manager to take full ownership of our loyalty platform and customer segmentation strategies. You will be responsible for creating impactful campaigns that deepen engagement, drive repeat purchases, and maximize customer lifetime value across our retail and eCommerce channels.This role is perfect for someone who understands the behavioral patterns of gamers and collectors, and knows how to create meaningful and exciting brand connections.Location : Dubai Key Responsibilities:1. Loyalty Program Management<ul><li>Manage and enhance the loyalty program, ensuring ongoing success and growth.</li><li>Design personalized journeys, rewards, and retention strategies that keep users engaged and active.</li><li>Monitor points accrual/redemption rates and identify gaps in engagement.</li><li>Launch exclusive perks, product access, and early previews to increase customer retention and satisfaction.</li></ul>2. Campaign Planning &amp; Execution<ul><li>Build and execute CRM and loyalty campaigns aligned with the marketing calendar, product launches, and retail priorities.</li><li>Develop targeting logic for dynamic segments based on shopping behavior and product interaction.</li><li>Run seasonal promotions, reactivation campaigns, and loyalty engagement initiatives.</li><li>A/B test creatives, CTAs, and rewards to determine optimal performance.</li></ul>3. Platform Management &amp; Automation<ul><li>Operate and optimize campaigns within CRM platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, or Emarsys.</li><li>Segment audiences using behavioral, transactional, and loyalty data.</li><li>Set up automation flows for onboarding, repurchase nudges, win-back strategies, and milestone achievements.</li><li>Work with tech/data teams to ensure CRM integrations and customer data flows are accurate and scalable.</li></ul>4. Data &amp; Reporting<ul><li>Build dashboards and track key KPIs: repeat rate, engagement metrics, customer lifetime value, redemption activity, and churn trends.</li><li>Analyze campaign results and continuously refine future targeting and messaging.</li><li>Provide monthly reports to leadership with actionable insights and recommendations.</li></ul>5. Customer-Centric Brand Building<ul><li>Develop limited-edition and surprise-and-delight campaigns to reward loyal shoppers.</li><li>Collaborate with merchandising and product teams to offer exclusives, collectibles, or early access drops.</li><li>Support omnichannel initiatives that connect retail, e-commerce, and loyalty experience into a single cohesive journey.</li></ul>Key Qualifications:<ul><li>3&ndash;5 years of experience in CRM and loyalty marketing, preferably in retail or consumer digital platforms.</li><li>Hands-on experience with platforms such as MoEngage, Salesforce Marketing Cloud, Braze, Klaviyo, HubSpot, Emarsys, or similar.</li><li>Strong understanding of segmentation, RFM models, campaign management, and automation.</li><li>Familiarity with gaming and pop culture trends, fandom communities, and product cycles is a strong advantage.</li></ul>Preferred Skills:<ul><li>Highly analytical with proficiency in Excel, CRM dashboards, and campaign tracking tools.</li><li>Collaborative team player with cross-functional communication skills.</li><li>Strategic mindset with a roll-up-your-sleeves execution style.</li><li>Creative and customer-obsessed approach to problem solving.</li></ul>Job Type: Full-timePay: AED12,000.00 - AED15,000.00 per monthApplication Question(s):<ul><li>How many years of experience do you have in CRM and loyalty marketing?</li><li>Do you have experience working in the retail, e-commerce, or consumer digital industry?</li><li>Do you a strong experience with CRM platforms like MoEngage, Salesforce Marketing, Cloud,Braze,Klaviyo,HubSpot,Emarsys etc?</li><li>Do you have experience setting up automation workflows (e.g., onboarding, repurchase nudges, win-back campaigns)?</li><li>Have you built dashboards or campaign reports to track customer metrics like retention, repeat rate, or lifetime value?</li><li>Are you familiar with fandom, gaming, or pop culture communities?</li><li>Which KPIs do you typically track in a loyalty or CRM campaign dashboard?</li><li>Have you ever integrated a CRM platform with other tools or data systems (like ERP, POS, or e-commerce platforms)?</li><li>Are you familiar with customer data privacy regulations (e.g., GDPR, CAN-SPAM, or local regulations)?</li></ul>Experience:<ul><li>in CRM &amp; loyalty marketing: 5 years (Required)</li><li>retail or consumer digital platforms.: 5 years (Required)</li><li>MoEngage,,Braze,Klaviyo,HubSpot,Emarsys: 5 years (Required)</li><li>gaming &amp;pop culture trends, fandom communities: 4 years (Required)</li></ul>

Loyalty & CRM Manager -Gaming & Retail

Mashreq Corporate & Investment Banking Group

Manage &amp; Drive proposition and Marketing for the Wealth Channel- Value proposition and marketing/visibility of the proposition/Customer engagementDrive Acquisition strategy for MG and Private bank (Internal and External)Cross sell product, retention of MortgageLead Projects and Initiatives within RBG for Wealth SegmentPortfolio Management, Business Planning and reporting for PB and MGDevelop and implement sales management toolsManage service pillars for PB and MG, Initiate automation and digitization of process and work closely with lean on AGILEEmployee engagement and VOE for both the segment (PB/MG)Developing and Driving the Value proposition across Gold and Private BankDrive Acquisition strategy for New to Bank clients for Private banking and Gold segmentExplore various foreign bank platform in UAE for tie up for local banking requirement of their client baseCustomer engagement, developing proposition for engagement of PB and MG clientsManage Client events, promos, NTB campaigns, Internal and External ContestsSales MIS, KPI tracking for PB and MG, business planning and Management reporting for PB and MGDeveloping and Implementing of Sales Incentive plan for RM/AM/VRM/Hunters, Other business incentive plan (IAs, CSMs), Cross sell KPI's and Incentive payout and on-going monitoring and execution for both PB and MGMortgage Cross sell to PB and MG base with Retention Management for both segmentPortfolio Analytics on regular basis for PB and MG to take strategic and Tactical decisions regular segmentation of base for productivity enhancement and penetrationLead wealth related initiatives and projects i.e. AGILE, Sales Management automation and Digitization of processSet up and Manage service model for Gold segment and monitoring of processes and service control for the modelManage onboarding process and adherence to policy across all channels for PB and MG client and ensure rightful onboarding of client and credit to channel and seamless mapping of RM in rightful mannerExpand the delivery of products and ensure higher product penetration in the customer baseSet up a referral models for different business within PB and Gold segment and vice versa for higher revenue generationWork with product managers and develop other Fee incomeSeamless migration of clients between segments and adjustment of budgetsOverall portfolio management, generation of detailed and segment MIS and carrying out appropriate analytics to ensure ongoing guidance to the sales teams and develop dashboard for frontline managementCarry out ongoing competitor intelligence for management awarenessWork closely with the process and system development manager to ensure the systems and processes are geared to cater to the ongoing business requirements, product parameters and evolving customer needs.Manage Employee Engagement and VOE for PB and Gold SegmentBIU engagement, identify and execute client and business opportunities and track effectiveness via portfolio analyticsMarketing engagement, Intranet &amp; External website updates and client marketing on social media

Product Proposition and Portfolio Manager

Confidential Company

Job Summary:The CRM Executive will manage and enhance customer relationships, ensuring excellent customer satisfaction and loyalty. This role will involve managing CRM platforms like Zoho CRM, analysing customer data, driving customer engagement, and implementing effective marketing campaigns. Proficiency in Zoho CRM and other related software is required.Key Responsibilities: CRM Management:<ul><ul><li>Oversee and manage Zoho CRM, including data entry, maintenance, and updates.</li><li>Ensure the CRM system is optimized for business processes and supports marketing and sales goals.</li><li>Train team members on CRM functionalities and best practices.</li></ul></ul> Customer Data Analysis:<ul><ul><li>Analyse customer data to identify trends, preferences, and areas of improvement.</li><li>Generate reports on customer behaviour, campaign performance, and sales metrics.</li><li>Use insights to drive targeted marketing strategies and improve customer engagement.</li></ul></ul> Campaign Management:<ul><ul><li>Plan and execute customer engagement campaigns, including email, SMS, WhatsApp, and social media outreach.</li><li>Segment the customer database for personalized communication and marketing efforts.</li><li>Monitor and report campaign performance metrics to assess effectiveness.</li></ul></ul> Customer Support:<ul><ul><li>Collaborate with customer service teams to address customer queries and resolve issues promptly.</li><li>Enhance the customer experience by understanding pain points and implementing solutions.</li></ul></ul> Cross-Functional Collaboration:<ul><ul><li>Work closely with sales, marketing, and operations teams to align CRM strategies with organizational goals.</li><li>Facilitate communication between teams to ensure a unified approach to customer management.</li></ul></ul> Technical Expertise:<ul><ul><li>Manage integrations between Zoho CRM and other tools/software (e.g., email marketing platforms, ERP systems).</li><li>Ensure data security and compliance with data protection regulations.</li><li>Troubleshoot technical issues within the CRM and coordinate with support teams for resolution.</li></ul></ul>

CRM Executive

The First Group

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We are looking for a CRM Specialist to manage and enhance customer relationships through data-driven marketing strategies. The ideal candidate will be responsible for optimizing CRM campaigns, improving customer engagement, and driving retention by leveraging analytics and automation tools. Key Responsibilities: <ul> <li>Develop and execute CRM marketing campaigns, including email, SMS, push notifications, and loyalty programs.</li> <li>Optimize customer journeys to enhance engagement, retention, and lifetime value.</li> <li>Optimize customer journeys to enhance engagement, retention, and lifetime value.</li> <li>Analyze customer behaviour, campaign performance, and key metrics to drive marketing decisions.</li> <li>Generate reports and insights to optimize future marketing strategies.</li> <li>Improve CRM processes to enhance efficiency and personalization.</li> <li>Partner with cross-functional teams, including marketing, sales, and IT, to ensure seamless CRM integration.</li> <li>Stay updated on CRM trends, best practices, and emerging technologies to enhance strategy.</li> </ul>
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CRM Specialist

ZILLIONAIRE MARKETS

<ul><li>Develop and implement a comprehensive CRM strategy to enhance customer engagement and retention based on data-driven insights.</li><li>Analyze customer data to identify trends and opportunities for upselling or cross-selling, creating tailored marketing campaigns.</li><li>Collaborate with sales, marketing, and customer support teams to ensure cohesive customer communications and service delivery.</li><li>Monitor and evaluate CRM performance metrics, providing regular reports to senior management to inform strategic decisions.</li></ul>

CRM Manager

Seventy two real estate

<ul><li>Develop and implement CRM strategies to enhance customer engagement and retention, ensuring alignment with overall business goals.</li><li>Analyze customer data to derive actionable insights, enabling personalized communication and targeted marketing campaigns.</li><li>Manage and optimize CRM tools and platforms, ensuring seamless integration with other business systems for maximum efficiency.</li><li>Facilitate training sessions for staff on CRM best practices, fostering a culture of data-driven decision-making across the organization.</li></ul>

Explore 7720+ Customer engagement manager in Dubai United Arab Emirates this November. Find roles across top companies and apply now to boost your career.

7720 customer engagement manager jobs IN Dubai United Arab Emirates

Customer Journey Manager

Loyalty & CRM Manager -Gaming & Retail

Product Proposition and Portfolio Manager

CRM Executive

CRM Specialist

CRM Manager

CRM Executive