CRM Team Leader
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Key skills for this role
About the Role
**Key Responsibilities** **Team Leadership** * Lead, mentor, and develop a team of CRM Specialists ensuring high performance and KPI achievement * Manage workload distribution, training, coaching, and performance reviews * Build a results-driven, collaborative, and accountable team culture **CRM Strategy & Execution** * Develop and execute CRM strategies supporting customer retention, reactivation, and lifecycle management * Oversee CRM campaigns, client communication flo
Key Skills for This Role
Full Job Posting
Team Leadership
- Lead, mentor, and develop a team of CRM Specialists ensuring high performance and KPI achievement
- Manage workload distribution, training, coaching, and performance reviews
- Build a results-driven, collaborative, and accountable team culture
CRM Strategy & Execution
- Develop and execute CRM strategies supporting customer retention, reactivation, and lifecycle management
- Oversee CRM campaigns, client communication flows, and engagement initiatives
- Align CRM activities with commercial targets and segmentation strategies
CRM System Ownership
- Oversee CRM system configuration, integrations, upgrades, and daily platform performance
- Maintain strong data governance — accuracy, segmentation quality, and process compliance
- Collaborate with technical teams and vendors to implement enhancements
Analytics & Reporting
- Lead customer data analysis, behavioural insights, and campaign performance evaluation
- Monitor and report CRM KPIs, retention metrics, and customer journey performance
- Prepare actionable reports and strategic recommendations for senior management
Cross-Functional Collaboration
- Act as the primary CRM liaison across Sales, Marketing, Operations, Compliance, and Technology
- Ensure CRM activities align with regulatory requirements and business priorities
Process Improvement
- Continuously review and standardise CRM workflows and operational processes
- Drive automation, efficiency improvements, and innovative CRM solutions
Requirements
- Minimum
- 3+ years CRM experience
- with at least
- 2 years in a leadership or managerial role
- Experience within
- Forex, financial services, or a related industry
- strongly preferred
- Proven track record managing CRM teams and leading cross-functional projects
- Strong knowledge of CRM systems, campaign management, customer segmentation, and data handling
- Advanced
Microsoft Excel
- and MS Office proficiency — BI/reporting tools highly preferred
- Strong analytical, strategic thinking, and problem-solving skills
- Excellent written and verbal
- English communication
skills
- Ability to thrive in a fast-paced, target-driven environment
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