CRM Operations Specialist

설명

Work Arrangement: Hybrid
This role is categorized as hybrid. This means the successful candidate is expected to report to the Dubai office a minimum of three days per week, with up to two remote days, subject to business needs.

The Role
The CRM Operations Specialist manages day-to-day customer lifecycle marketing and CRM operations across the Middle East and Africa. The role coordinates direct marketing across email, WhatsApp and other approved channels, while also supporting lead management, dealer BDC handoffs, campaign and journey operations, data quality and reporting. Acting as the operational link between marketing objectives and the systems and processes that deliver them, the position independently manages standard activities and resolves non-routine issues. The role helps improve customer engagement, lead progression, retention and overall marketing effectiveness.

What You’ll Do

• Improve regional lead management processes across sales, service and other customer inquiry journeys, ensuring leads are accurately captured, enriched, routed and handed off to dealer BDC and showroom teams.
• Monitor lead performance across contact, appointment, test-drive, service show, lead-to-sale and lost-lead recovery measures, recommending actions to improve conversion.
• Coordinate the execution and optimization of customer lifecycle journeys across email, WhatsApp and other approved direct marketing channels.
• Manage audience selection, segmentation, data validation, campaign setup, scheduling, testing, deployment and post-campaign monitoring.
• Operate CRM and marketing technology platforms, coordinating data flows, integrations, testing, releases, platform performance and defect resolution.
• Prepare recurring reports and monitor dashboards covering lead volumes, campaign activity, data quality, engagement and conversion performance.
• Coordinate with dealers, internal teams, agencies, vendors and technology partners to resolve issues, maintain operational standards and deliver continuous improvement initiatives.

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree in Marketing, Business, Communications, Information Systems or a related field, or equivalent practical experience.
• 3–5 years of experience in CRM, marketing operations, sales operations, customer experience, business operations or a related field.
• Experience working in a customer-facing, digitally enabled or data-driven business.
• Strong working knowledge of customer lifecycle marketing, direct marketing, lead management, customer journeys, CRM processes and marketing operations.
• Experience with CRM tools, data quality, reporting, workflow management and process improvement.
• Proficiency in Microsoft Excel, PowerPoint and standard office productivity tools.
• Strong attention to detail, analytical thinking, problem-solving, organization and time management skills.
• Clear written and verbal communication skills, with the ability to explain complex issues simply.
• Fluency in written and spoken English.
• Ability to work collaboratively and independently across teams, markets and levels of seniority.
• Ability to work from the Dubai office at least three days per week, with remote work subject to business needs.

What Will Give You A Competitive Edge (Preferred Qualifications )

• Experience working with Salesforce CRM and Salesforce marketing tools.
• Salesforce certification.
• Arabic language skills.
• Experience coordinating agencies, vendors, market teams or technology partners.
• Experience reviewing dealer BDC or showroom processes using CRM data, dealer feedback, mystery shopping or quality checks.
• Experience supporting customer acquisition, onboarding, engagement, retention and reactivation journeys.
• Experience translating campaign, journey, data, consent and reporting needs into clear system and process requirements.
• Experience auditing source data, investigating discrepancies, documenting root causes and supporting corrective actions.
• Experience maintaining process documentation, issue logs, status updates and operational standards.

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 [email protected]으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.