VML Dubai - CRM Journey Strategist

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

Who we are looking for:

We are seeking a highly motivated and experienced CRM Lead to join our Dubai team and lead the CRM strategy and program for one of our biggest tech clients. This is a dedicated role with whom we have a deeply embedded relationship. You will be responsible for planning, managing, and reporting on the entirety of the client's CRM across all project types, from new flagship product launches to weekly and monthly 'drumbeat' campaigns across all CRM channels.

Role Summary & Objective

The CRM Journey Specialist will be responsible for designing and implementing sophisticated, customer-centric CRM journeys that drive incremental customer value. This role requires a deep understanding of customer lifecycle management (ideally in a financial services role), product marketing and data-driven decision-making.

The ideal candidate will be adept at tailoring communication strategies to different product categories within the context of wider lifecycle journey and identifying opportunities for cross-selling, upselling and driving loyalty that lead to incremental revenue gains for our client.

Key Responsibilities

Lifecycle Mapping: Map comprehensive customer lifecycle journeys – holistic and for each product category, encompassing pre-account opening engagement (lead nurturing), post-account opening onboarding, and ongoing relationship management.

Segmented Journey Design: Develop and execute tailored CRM journeys for specific product categories (e.g., mortgages, credit cards, etc.), considering the unique characteristics, customer needs, and sales cycles of each product and within the context of the customer’s cross-category relationship with the brand.

Incremental Value Generation: Strategically incorporate cross-selling and upselling opportunities within CRM journeys to maximize customer lifetime value and drive incremental revenue growth. Analyze product affinities and customer behavior to identify optimal cross-sell/upsell points including sheduled and triggered communications.

Collaboration & Communication: Work closely with product marketing, sales, and other relevant teams to ensure alignment between CRM strategies and overall business objectives. Effectively communicate journey performance and insights to stakeholders.

Data Analysis & Insights: Working with the data and anlytics teams, leverage customer data and analytics to understand customer behavior, preferences, and pain points. Use these insights to optimize journey performance and personalize communication.

Who you are:

• Curious | You are motivated to understand what makes people tick and how that influences the way they engage with content and technology today.
• Agile | A get-things-done attitude. You dig in and figure out how to work around problems. You anticipate requirements and manage expectations.
• Collaborative | Cultivate trust with clients and set expectations. Work well with cross-discipline teams.

What you’ll need:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• 5+ years of experience in a CRM-focused role, preferably within an agency setting.
• Proven track record of developing and executing successful CRM strategies for large, complex organizations.
• Deep understanding of customer acquisition and retention strategies.
• Exceptional verbal and written communication skills, with the ability to effectively communicate complex information to both technical and non-technical audiences.
• Strong social and emotional awareness, enabling you to tailor interactions for individual customers and build strong relationships.
• Extensive product knowledge within the tech industry, specifically related to the client's products and services.
• Ability to collaborate effectively with cross-functional teams, including creative, strategy, technology, and account management.
• Highly analytical and data-driven, with a strong understanding of CRM metrics and reporting.
• Ability to thrive in a fast-paced environment while managing multiple projects simultaneously.
• Proficiency in CRM software, marketing automation tools, and data analysis platforms.
• Fluency in English is essential; Arabic language skills are a plus.

Others:

• Experience working with global tech clients is highly desirable.
• A strong understanding of the Middle Eastern market and cultural nuances is a plus.
• Passion for technology and innovation is a must.

What we offer:

• Passionate, driven people | We champion a culture of people that do extraordinary work.
• Consciously cultivated culture | We aim to embody the behaviours to build an inclusive community that is in it together, bringing both positivity and active listening into the workplace as we simultaneously strive to empower creative bravery.
• Growth-minded opportunities | We aim to nurture a culture of real-time feedback, growth-oriented mindset, and plenty of training opportunities through VML and WPP, so you can continue to grow personally and professionally.

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

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