Manager - CLM

Job Description

The primary purpose of the CLM (Customer Lifecycle Management) unit is to develop a customer-centric approach, enhancing revenue from existing or NTB (New to Bank) customers on an ongoing basis through cross-selling, lead generation, campaign management, trigger-based events, retention initiatives and Customer Life Cycle Management Campaigns. This Unit analyzes customers’ data, behavior and profile and based on specific criteria to target customers for specific products and actions

The CLM Team is responsible for designing the Bank’s CLM campaigns in different channels (EDM, SMS, EI + In-App, EI + Push Notifications, WhatsApp, frontline) and based on specific criteria, to automate the targeted list generation and the campaign launch through Campaign Automation.

Responsibilities

The position is responsible for leading end-to-end campaign management, from identifying customer and business opportunities through campaign design, execution, performance monitoring and optimization. The role ensures effective coordination across business, product, technology and channel teams to deliver timely, relevant and measurable customer campaigns.

Key responsibilities include:

• Lead the identification of campaign opportunities based on customer needs, profiles, behavior, lifecycle events and business priorities.
• Drive campaign strategy, design and execution across multiple channels, including direct/digital channels, frontline and dedicated sales/service teams.
• Manage and guide team members in campaign planning, execution, quality assurance, performance tracking and issue resolution.
• Engage key stakeholders across business, product, channels and technology teams to gather campaign requirements, align priorities and translate business needs into executable campaign solutions.
• Oversee campaign execution through CRM / Campaign Automation, ensuring campaigns are configured, tested and launched accurately and within agreed timelines.
• Monitor campaign and system performance, proactively identifying execution gaps or technical issues and working closely with relevant stakeholders to drive timely resolution.
• Drive campaign performance monitoring and optimization by analyzing customer response, conversion and other relevant performance indicators and recommending improvements.
• Develop and present campaign performance reports and management insights, highlighting campaign outcomes, opportunities, risks and recommended actions.
• Establish and maintain campaign governance and quality standards, ensuring appropriate controls, validations and approvals are followed throughout the campaign lifecycle.
• Build strong working relationships with internal stakeholders to improve campaign processes, resolve recurring issues and enhance overall campaign effectiveness.
• Support capability development within the team through knowledge sharing, coaching and adoption of campaign management best practices.
  
  

Qualifications

• Bachelors or Masters in Mathematics/Computers
• 4+ years of experience in
• SQL
• Reporting
• SAS
• Python
  

About Us

EIB

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles.

As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.

Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.

We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.

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