Associate Manager, CRM Interaction

ADIB - Abu Dhabi Islamic Bank


Date: 5 hours ago
City: Abu Dhabi
Contract type: Full time


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 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.

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