Associate Manager, CRM Interaction

Role:
Associate Manager, CRM Interaction

Location:
Abu Dhabi

Role Purpose:

• The Interaction Specialist will be responsible for designing and optimizing customer interactions within the CRM framework to drive engagement, satisfaction, and loyalty.
• This role requires a creative thinker with a passion for delivering exceptional customer experiences across digital and traditional channels.
• The ideal candidate will have a strong background in customer interaction design, campaign management, and digital marketing strategies.

Key Accountabilities of the role:

Interaction Design and Campaign Management:

• Lead the design and development of customer interactions within the CRM system, including email campaigns, SMS notifications, in-app messages, and personalized offers.
• Collaborate with marketing, product, and sales teams to develop targeted interaction strategies aligned with business objectives, customer segmentation, and lifecycle stages.
• Utilize CRM tools and analytics to track and measure the effectiveness of interactions, optimizing campaigns for engagement, conversion, and retention.
• Understand requirements of different frontline teams like Branches, Contact Center, and design journeys best suited for the purpose.

Personalization and Segmentation:

• Implement segmentation strategies to tailor interactions and communications based on customer profiles, behaviors, and preferences.
• Leverage data-driven insights and predictive analytics to deliver personalized experiences and recommendations to customers across channels.
• Continuously test and refine interaction designs and messaging to enhance relevance, effectiveness, and impact on customer engagement metrics.
• Reduce hand-offs for single workflow and assign internal metrics for completion of sub-tasks.

Omnichannel Integration:

• Ensure seamless integration and consistency of interactions across multiple channels and touchpoints, including online, mobile, social media, and offline channels.
• Collaborate with IT and digital teams to leverage CRM capabilities for omnichannel marketing automation, personalization, and cross-channel attribution.
• Monitor customer interactions and feedback across channels, identifying opportunities to optimize channel mix and enhance the overall customer journey.

Post-Implementation Support:

• Provide ongoing support and guidance to frontline staff on executing and managing customer interactions within the CRM system.
• Analyze interaction performance metrics and campaign results, providing insights and recommendations for optimization and improvement.
• Collaborate with the Service Journey Mapping Expert and other stakeholders to align interaction strategies with overall customer experience goals and objectives.

Specialist Skills / Technical Knowledge Required for this role:

• Bachelor's degree in marketing, communications, or a related field; advanced degree preferred.
• Minimum of 8 years of experience in customer interaction design, campaign management, or related roles within the banking or financial services industry.
• Proficiency in CRM platforms (preferably Microsoft Dynamics), marketing automation tools, and digital analytics platforms.
• Strong creative and analytical skills, with the ability to translate customer insights into compelling interaction designs and campaigns.
• Excellent project management and organizational skills, with the ability to manage multiple priorities and deliver results within tight deadlines.
• Strong communication and collaboration skills, with the ability to work effectively across departments and influence stakeholders at all levels of the organization.