CRM Operations Specialist

This role is categorized as hybrid. This means the successful candidate is expected to report to the Dubai office a minimum of three days per week, with up to two remote days, subject to business needs.

The CRM Operations Specialist manages day-to-day customer lifecycle marketing and CRM operations across the Middle East and Africa. The role coordinates direct marketing across email, WhatsApp and other approved channels, while also supporting lead management, dealer BDC handoffs, campaign and journey operations, data quality and reporting. Acting as the operational link between marketing objectives and the systems and processes that deliver them, the position independently manages standard activities and resolves non-routine issues. The role helps improve customer engagement, lead progression, retention and overall marketing effectiveness.

• Improve regional lead management processes across sales, service and other customer inquiry journeys, ensuring leads are accurately captured, enriched, routed and handed off to dealer BDC and showroom teams.
• Monitor lead performance across contact, appointment, test-drive, service show, lead-to-sale and lost-lead recovery measures, recommending actions to improve conversion.
• Coordinate the execution and optimization of customer lifecycle journeys across email, WhatsApp and other approved direct marketing channels.
• Manage audience selection, segmentation, data validation, campaign setup, scheduling, testing, deployment and post-campaign monitoring.
• Operate CRM and marketing technology platforms, coordinating data flows, integrations, testing, releases, platform performance and defect resolution.
• Prepare recurring reports and monitor dashboards covering lead volumes, campaign activity, data quality, engagement and conversion performance.
• Coordinate with dealers, internal teams, agencies, vendors and technology partners to resolve issues, maintain operational standards and deliver continuous improvement initiatives.

• Bachelor’s degree in Marketing, Business, Communications, Information Systems or a related field, or equivalent practical experience.
• 3–5 years of experience in CRM, marketing operations, sales operations, customer experience, business operations or a related field.
• Experience working in a customer-facing, digitally enabled or data-driven business.
• Strong working knowledge of customer lifecycle marketing, direct marketing, lead management, customer journeys, CRM processes and marketing operations.
• Experience with CRM tools, data quality, reporting, workflow management and process improvement.
• Proficiency in Microsoft Excel, PowerPoint and standard office productivity tools.
• Strong attention to detail, analytical thinking, problem-solving, organization and time management skills.
• Clear written and verbal communication skills, with the ability to explain complex issues simply.
• Fluency in written and spoken English.
• Ability to work collaboratively and independently across teams, markets and levels of seniority.
• Ability to work from the Dubai office at least three days per week, with remote work subject to business needs.

• Experience working with Salesforce CRM and Salesforce marketing tools.
• Salesforce certification.
• Arabic language skills.
• Experience coordinating agencies, vendors, market teams or technology partners.
• Experience reviewing dealer BDC or showroom processes using CRM data, dealer feedback, mystery shopping or quality checks.
• Experience supporting customer acquisition, onboarding, engagement, retention and reactivation journeys.
• Experience translating campaign, journey, data, consent and reporting needs into clear system and process requirements.
• Experience auditing source data, investigating discrepancies, documenting root causes and supporting corrective actions.
• Experience maintaining process documentation, issue logs, status updates and operational standards.

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