CRM Marketing Manager (Customer Engagement) – Hybrid – Dubai

Overview

• We’re hiring a CRM & Customer Engagement Manager to own and scale an omnichannel lifecycle programme for a high-volume, regulated business in Dubai.
• This is a hands-on leadership role for someone who can turn customer data into measurable conversion and retention outcomes across email, mobile, in-app and paid re-engagement—while operating with strong compliance discipline.
• This is a hybrid role based in Dubai.
• Lead and performance-manage a small team of CRM/engagement specialists (objectives, structured reviews, BAU + project prioritisation).
• Own the end-to-end customer lifecycle: registration, verification, first transaction, activation, ongoing engagement, dormancy, win-back.
• Coordinate channels as one programme: email, push, SMS, in-app messaging, and CRM-driven paid retargeting.
• Build audience intelligence and segmentation: behavioural cohorts, predictive segments, real-time triggers, and always-on lifecycle automations.
• Personalisation at scale: dynamic content by jurisdiction/entity, language, customer preferences, behaviour, and lifecycle stage.
• Own the CRM marketing platform and data foundations: data model, automations, journey orchestration, template library, platform health, sending performance, and data hygiene.
• Maintain a clean single customer view across systems, with reliable syncing and well-modelled datasets (no broken handoffs, no stale segments).
• Regulatory rigour: entity-correct disclosures, compliance-checked workflows, audit-ready processes across multiple jurisdictions.
• Performance & optimisation: deliverability, engagement, funnel conversion, retention, attribution; continuous experimentation and clear reporting cadence.
• Cross-functional delivery with Product, IT, Compliance, Legal, Operations and Customer Support. Some time-sensitive communications may require responsiveness outside standard hours.
• What success looks like (first 12 months)
• Rebuilt onboarding into a true omnichannel flow and improved conversion from sign-up to first transaction.
• Reduced drop-off at verification and early lifecycle milestones through coordinated interventions.
• Operationalised behavioural segmentation and triggers tied to clear business objectives and KPIs.
• Built a clean, audit-ready content + template library segmented by entity/jurisdiction.
• Improved data quality and reporting so the business can make faster, better decisions.
• Delivered measurable retention and reactivation gains across the active customer base.
• What you bring
• 3+ years running omnichannel CRM/lifecycle programmes in a regulated, high-volume environment.
• Strong hands-on experience with customer data, segmentation, triggers, and lifecycle automation.
• Team leadership experience with a track record of developing people and driving performance.
• Experience in financial services, fintech, trading-adjacent, iGaming, or similarly regulated/transactional environments is preferred.
• Comfortable owning metrics with numbers (conversion, retention, reactivation, attribution).
• Technical (kept platform-agnostic on purpose)
• Deep experience with a modern CRM marketing automation platform (journey orchestration, automations, templates, data model).
• Strong SQL for segmentation and audience building; experience with scripting/personalisation is a plus.
• Experience integrating CRM + engagement platforms via APIs and/or native connectors.
• Solid understanding of deliverability best practice (SPF/DKIM/DMARC) and experimentation (A/B + multivariate).
• Familiarity with analytics stacks (e.g., GA4/Looker or equivalent) and attribution reporting.
• To apply Send your CV and a short summary of lifecycle programmes you’ve owned (including measurable outcomes) to eMagine Solutions DMCC.
• Shortlisted candidates will be contacted with full details under NDA.