Manager CRM

Role overview

Strategy and delivery

• Own the CRM strategy, multi-year roadmap, business case, resource plan, implementation plan, benchmarks, and leadership reporting.
• Implement the CRM platform, CPaaS channels, tracking, attribution, and reporting with IT, Digital, and vendors.
• Define integration flows, data governance, patient view, data quality, consent, and preferences.
• Manage vendors, service levels, performance, and contract negotiations.
• Design patient audience segments and lifecycle journeys; orchestrate automated and campaign communications across channels.
• Coordinate clinically accurate, appropriate, and brand-aligned messaging, bilingual where required.
• Establish performance measurement, dashboards, and reporting; continuously improve using test-and-learn insights.
• Maintain compliance and governance for consent, privacy, access controls, approvals, messaging standards, and incidents.
• Lead, coach, and develop team members and CRM capability.

Education and experience

• Bachelor's degree in Marketing, Business Administration, Information Systems, Data Analytics, or a related field.
• At least 6 years of progressive CRM, lifecycle marketing, and multi-channel campaign experience, including leading programs, agencies, and vendors.
• Experience setting up or scaling CRM and integrating messaging, tracking, and reporting systems.
• Experience with audience segmentation, campaign analytics, quantitative targets, healthcare or a related sector, and the UAE/GCC regulatory environment.

Skills and qualifications

• Knowledge of patient messaging across SMS, WhatsApp Business, email, and app notifications, including deliverability and consent.
• Knowledge of CRM/CDP, CPaaS, marketing automation, analytics/BI, and data integration concepts.
• Working knowledge of UAE patient communications and data regulations, including TDRA and DoH requirements.
• Strong strategic planning, project management, analytical, presentation, communication, and stakeholder management skills.
• English fluency is required; Arabic is advantageous.
• CRM or marketing-automation certification, data privacy certification, UAE healthcare patient-engagement experience, EMR integration, and ADHICS v2 knowledge are desirable or advantageous.

Program measures

• Measures include roadmap delivery, active patients with valid contact information and documented consent, channel engagement, attributed appointments or service volumes, and CRM return on investment.
• Compliance measures include consented communications, privacy incidents and audit findings, and stakeholder satisfaction.