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Associate Manager, CRM Interaction
3 weeks ago
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.
**Key Accountabilities of the role**:
**Interaction Design and Campaign Management**:
- 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 requirement 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.
Job ID 300002337147651
