Head of Customer Relationship Management (CRM)

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