Job Description

CRM Manager
Job Title : CRM Manager (FX Industry)
Location : Dubai
Job Summary :
We are seeking an experienced and detail-oriented CRM Manager to oversee the strategic management of our Customer Relationship Management (CRM) system within a fast-paced call center environment for a financial services company. The ideal candidate will ensure the CRM platform is optimized to manage leads, streamline workflows, and drive operational efficiency. This role requires strong analytical skills, leadership abilities, and a deep understanding of CRM systems in a financial or sales-driven organization.
Key Responsibilities :

• Lead Management and Optimization :

Develop and implement strategies for lead generation, distribution, and tracking to maximize conversion rates.
Monitor lead quality and ensure seamless handoffs between affiliates, sales teams, and customer service representatives.

• Affiliate and Third-Party Integrations :

Manage integrations with affiliate partners and third-party platforms to ensure accurate lead flow and data synchronization.
Collaborate with external stakeholders to optimize lead acquisition campaigns and improve ROI.

• Reporting and Analytics :

Generate comprehensive reports on key performance metrics, including lead volume, conversion rates, agent productivity, and customer engagement.
Use data insights to identify trends, opportunities, and areas for improvement in call center operations.

• Team Management and Training :

Supervise and mentor call center staff, ensuring they effectively utilize the CRM system to meet performance targets.
Conduct training sessions to enhance team proficiency in CRM functionalities and best practices.

• Workflow Automation and Process Improvement :

Design and implement automated workflows to streamline lead management, follow-ups, and reporting processes.
Identify inefficiencies in current workflows and propose innovative solutions to enhance productivity.

• Cross-Department Collaboration :

Work closely with sales, marketing, IT, and compliance teams to ensure alignment between CRM strategies and organizational goals.
Facilitate communication between departments to resolve issues and improve overall operational effectiveness.
Qualifications :

• 1+ years of experience managing CRM systems in a call center or financial services environment.
• Proven track record of driving results through effective lead management and CRM optimization.
• Strong knowledge of CRM platforms in call center companies or similar tools.
• Excellent leadership, English communication, and interpersonal skills.

Skills Required