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Job Description
Roles & Responsibilities
- Design, build, and optimize cross-channel CRM journeys (email, SMS, push notifications, in-app) covering acquisition, onboarding, activation, retention, and reactivation stages.
- Map and monitor customer lifecycle metrics to identify drop-off points, slippage, and growth opportunities.
- Segment customers based on behavior, transaction patterns, and lifecycle stage to deliver personalized communication.
- Adapt and localize journeys according to language, offer structure, and regulatory requirements of each market.
- Deliver weekly, monthly, and quarterly reports on CRM performance against business KPIs such as retention, lifetime value (LTV), ARPU, and churn.
- Conduct uplift and incrementality analysis using control groups and advanced testing methodologies.
- Build and maintain dashboards in Power BI, Tableau, or Looker for real-time visibility and stakeholder reporting.
- Use SQL and Excel to extract, visualize, and analyze customer data.
- Translate insights into actionable recommendations for marketing, product, and operations teams.
- Develop and execute A/B, multivariate, and n-way tests across messaging, segmentation, timing, and creative.
- Analyze test results, identify learnings, and scale winning variants to optimize engagement.
- Establish and maintain testing frameworks, guardrails, and documentation of learnings to ensure continuous improvement.
- Work closely with Product, Data, Tech, Operations, and Compliance teams to align CRM activities with product features, backend systems, and data integrity.
- Support launches, campaigns, seasonal promotions, and new feature rollouts with CRM input such as user segmentation and targeting.
- Liaise with regional or local market teams to ensure consistency and adaptability in CRM execution.
- Propose and execute strategic experiments or new initiatives such as predictive reactivation, loyalty triggers, or win-back journeys.
- Contribute to refining the CRM roadmap, KPIs, and prioritization frameworks.
- Ensure documentation, process standards, and internal training on CRM practices and tools are maintained.
Desired Candidate Profile
- 3–5 years of hands-on experience in CRM, retention marketing, or lifecycle marketing, ideally within fintech, payments, or digital banking.
- Proficiency with CRM automation tools (Salesforce Marketing Cloud, Braze, WebEngage, or Insider).
- Strong analytical mindset with experience writing SQL queries and using dashboarding tools (Power BI, Tableau, Looker).
- In-depth understanding of A/B testing, control groups, and experiment design.
- Excellent communication and collaboration skills, with the ability to explain data insights to non-technical audiences.
- Highly organized and detail-oriented, with the ability to manage multiple projects in parallel.
- Awareness of data privacy and compliance frameworks across different markets.
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
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Finclutech Ltd FZCO
Finclutech as an organization caters to the Fintech requirement for customers in Banking and Financial sector. With industry standard expertise, we prioritize on customer requirements, with technical consultation. With a multi-cultural environment, we have talents from all parts of the Globe, bringing in their vast experience and knowledge, helping our customer achieve and adapt to the latest technology, keeping them ahead of their competition.
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