Head of CRM (Next-Gen, AI-Driven) at The Customization Group

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CRM Strategy, AI-Powered Lifecycle Orchestration, Personalization, CRM Marketing, CRM Automations, Tech Stack Evolution, AI Agents, Predictive Scoring, Experimentation, A/B Testing, Stakeholder Management, Data-Driven Customer Journeys, CLV Optimization, Cross-Channel Orchestration, ML-Driven Segmentation, SQL

Industry

Printing Services

Description

We are Global Print-on-Demand (Global POD), the Dubai-based subsidiary of The Customization Group. We bring cutting-edge and scalable top-tier print-on-demand solutions to businesses and creators worldwide. Fast, sustainable, and hassle-free — because your vision deserves the best! The Customization Group is a global leader in mass customization, leveraging AI and automation to revolutionize the personalized products industry. With a strong international presence across Europe, North America, and the Middle East, we manufacture up to 2.500.000 unique products daily, reaching millions of customers through 20+ own online shops and 1,000+ partner stores. Our AI-first strategy drives efficiency, scalability, and innovation, keeping us ahead in a fast-moving market while growing through AI-driven acquisitions and partnerships. Our diverse team of 700+ professionals from 40+ nationalities thrives in a culture of collaboration and ambition. Whether in our tech hubs, production facilities, or business locations, you’ll find the perfect environment to take ownership and drive impact in the future of e-commerce. TCG is looking for an exceptional Head of CRM to lead the transformation of our global customer engagement strategy. You’ll drive intelligent automation, experimentation, and data-led innovation across all brands and markets. Why you will love working with us: Competitive salary – Commission & performance-based bonuses! Global Exposure – Work with an international team and gain valuable cross-market experience Rapid Career Growth – A role that evolves quickly, opening doors to new opportunities Supportive Work Environment – Join a dynamic and collaborative team culture Ownership for your ideas to fuel your ambition Private Health Insurance A modern office in Dubai Internet City About The Role: As our Head Of CRM, you’ll set the global vision and lead two teams - CRM Marketing and CRM Automations - toward a world where customer experiences are personalized, anticipatory, and continuously optimized with AI and automation. You'll build a modern CRM ecosystem that uses data, experimentation, and smart technology to deepen customer relationships and deliver predictable, scalable revenue. This includes championing new tools, integrating emerging AI capabilities, streamlining workflows, and raising the bar on quality, speed, and impact. What You Will Do: Define & Define and own the global CRM strategy, driving AI-powered lifecycle orchestration and advanced personalization across all customer touchpoints (email, SMS, push, print, WhatsApp, web).♟️ Lead and scale two high-performing teams — CRM Marketing and CRM Automations — fostering a culture of experimentation, innovation, and impact.🤝 Build and evolve a next-generation CRM tech stack, introducing AI agents, predictive scoring, automated content generation, and intelligent decision engines.🤖 Oversee CRM campaigns, lifecycle programs, and real-time automations, embedding ML-driven segmentation, churn prediction, and cross-/upsell models into daily operations.🎯 Drive experimentation at scale through A/B and multivariate testing, dynamic content, and algorithm-led optimization.🧪 Partner closely with Product, Data, Engineering, Design, and Marketing to create seamless, data-driven customer journeys.🌐 Define, track, and optimize CRM performance using KPIs such as retention, CLV, CVR, automation revenue share, churn probability, and personalization lift.⚙️ Champion measurement excellence through forecasting, dashboards, incrementality testing, and AI-powered insights.💡 Preferred Background: Experience 7+ years in CRM, Lifecycle Marketing, or Marketing Automation in a fast-paced digital or e-commerce environment. Hands-on experience with CRM platforms such as Emarsys, Klaviyo, HubSpot, or similar. Strong understanding of cross-channel orchestration, segmentation strategy, deliverability, and data architecture. Experience managing domain reputation, IP warming, list hygiene, and scaling CRM programs globally. Hard Skills Solid knowledge of AI/ML concepts in CRM (predictive modeling, scoring, anomaly detection, dynamic content). Comfortable working with SQL; basic HTML/CSS knowledge for email templates. Strong analytical skills with experience in experimentation, attribution, and uplift analysis. Soft Skills Strategic, empowering leader with high emotional intelligence and strong stakeholder management skills.⭐ Curious, growth-oriented mindset with a passion for innovation and continuous improvement.📈 Customer-first thinker with high standards for ethical, transparent, and responsible marketing.🛒 Able to thrive in complexity, lead change, and drive clarity in a dynamic environment.⚡ One team. Millions of happy customers worldwide. Join us! www.thecustomizationgroup.com

Responsibilities

The Head of CRM will set the global vision and lead two teams (CRM Marketing and CRM Automations) to create personalized, anticipatory, and continuously optimized customer experiences using AI and automation. This involves building a modern CRM ecosystem utilizing data, experimentation, and smart technology to deepen relationships and drive scalable revenue.