Manager - Head of CRM

Job Description

The Head of CRM at Network International is responsible for developing and executing a comprehensive merchant-centric CRM strategy to enhance engagement, retention, and revenue growth across the merchant lifecycle. This role drives personalized communication during onboarding, promotes cross-selling of value-added services (VAS), and implements proactive churn reduction strategies. By leveraging data-driven insights and cross-functional collaboration, the Head of CRM ensures merchants receive seamless, high-value experiences that strengthen Network International’s position as a leading payments acquirer in the UAE.

Responsibilities

• Merchant Lifecycle Management: Oversee the end-to-end merchant lifecycle, designing and implementing CRM strategies to support onboarding, engagement, retention, and advocacy, ensuring a seamless and efficient experience for merchants.
• Data-Driven Personalization: Utilize CRM platforms (e.g., Salesforce, Microsoft Dynamics) to analyze merchant data, create actionable segments, and deliver hyper-personalized communications that align with business goals and merchant needs.
• Cross-Functional Collaboration: Partner with sales, marketing, customer service, and IT teams to align CRM initiatives with broader business objectives, ensuring a cohesive merchant experience and compliance with regulatory requirements
• Performance Monitoring and Optimization: Establish and track key performance indicators (KPIs) such as merchant retention rates, VAS adoption, using insights to optimize CRM campaigns and processes.
  
  

Qualifications

• Proven track record in managing merchant or customer lifecycles, with experience in onboarding, cross-selling, and churn reduction strategies.
• Experience with leading CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics 365)
• Analytical Skills: Proficiency in data analysis, segmentation, and interpreting merchant behaviour to derive actionable insights, with knowledge of tools like CRM analytics.
• Communication Skills: Exceptional verbal and written communication skills to create clear, compelling reports and engage merchants across channels (e.g., email, SMS, mobile apps).
• Strategic Thinking: Ability to develop and execute CRM strategies aligned with business goals, focusing on merchant satisfaction, retention, and revenue growth.
• Technical Proficiency: Familiarity with CRM tools, automation workflows, and integrations.
• Fintech Acumen: Deep understanding of payment, specially acquiring business
• Customer-Centric Mindset: Passion for delivering merchant-focused solutions that enhance satisfaction and loyalty in a competitive market