CRM Operations Specialist

Job Description

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.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.