Full job description

Job Title: Operations Manager

Salary Range: AED 18,000 - 20,000

Job Summary:

We are looking for an experienced Operations Manager to oversee day-to-day retail operations, ensuring smooth store performance, operational efficiency, and achievement of business targets.

Key Responsibilities:

• Oversee daily operations across multiple retail stores.
• Manage and support Store Managers and retail teams.
• Monitor sales performance, KPIs, budgets, and operational targets.
• Ensure compliance with company policies, procedures, and operational standards.
• Drive improvements in processes, productivity, and customer experience.
• Manage staffing, scheduling, performance, and team development.
• Coordinate with merchandising, marketing, HR, finance, and supply chain teams.
• Monitor inventory, stock availability, replenishment, and stock movement.
• Conduct regular store visits and identify areas for improvement.
• Ensure stores maintain high standards of visual merchandising, cleanliness, and customer service.
• Prepare operational reports and provide regular updates to senior management.
• Address operational issues and implement corrective actions.
• Support the opening of new stores and implementation of operational processes.

Requirements:

• 5+ years of experience in retail operations, with previous experience in an Operations Manager or similar role.
• Strong experience managing multiple stores and large retail teams.
• Strong understanding of retail KPIs, inventory, staffing, and store operations.
• Excellent leadership, problem-solving, and communication skills.
• Strong analytical and organizational abilities.
• Ability to work in a fast-paced, target-driven retail environment.

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

About the Opportunity

This is an exciting opportunity to own and shape the end-to-end customer lifecycle strategy, driving activation, engagement, retention, and reactivation across key customer segments. The role combines strategic ownership with hands-on campaign execution, using data, experimentation, personalisation, and multi-channel CRM to identify and unlock growth opportunities. Working closely with Product, Data, Marketing, Compliance, Risk, and Customer Service, you’ll optimise customer journeys, improve campaign ROI, remove lifecycle friction, and build scalable growth programmes and processes in a fast-moving, regulated environment.

What You’ll Be Doing

Lifecycle Growth

• Own the activation and retention strategy from registration and KYC through first deposit, first trade, repeat activity, dormancy, and reactivation.
• Build segmented customer journeys across push, email, in-app messaging, SMS, incentives, and product experiences.
• Develop onboarding, habit-building, churn-prevention, and win-back programmes for retail, high-value, dormant, and VIP segments.

Campaign Management

• Own the lifecycle campaign calendar and manage campaigns end to end: business case, brief, audience, budget, approvals, QA, launch, reporting, and post-campaign review.
• Coordinate CRM, product, content, creative, and promotional campaigns, ensuring clear timelines, ownership, and compliance with UAE requirements.
• Manage incentive economics and campaign ROI, balancing customer value, commercial impact, and operational complexity.

Analytics and Operations

• Use funnel, cohort, and behavioural analysis to identify drop-offs and prioritise the highest-impact opportunities.
• Run hypothesis-led experiments across audience, message, timing, channel, offer, and product experience.
• Partner with Product, Data, Marketing, Compliance, Risk, and Customer Service to remove lifecycle friction and translate insights into roadmap recommendations.
• Build scalable playbooks, dashboards, reporting standards, and operating processes for lifecycle growth.

What We Look For In You

• 4 - 8 years of experience in lifecycle marketing, CRM, growth, customer engagement, or campaign operations, with a measurable record of improving activation or retention.
• Hands-on experience with CRM and journey tools such as Braze, CleverTap, Salesforce Marketing Cloud, Iterable, or equivalent.
• Strong understanding of segmentation, lifecycle automation, experimentation, campaign measurement, and personalisation.
• Analytical fluency across funnels, cohorts, dashboards, and campaign ROI; SQL experience is an advantage.
• Strong commercial judgement, project management, and cross-functional stakeholder leadership.
• Excellent English communication skills and comfort operating in a fast-moving, regulated environment.

Nice to Haves

• Experience in crypto, fintech, payments, trading, marketplaces, or high-frequency consumer products.
• Knowledge of the UAE customer and payments landscape; Arabic capability is an advantage.

Perks & Benefits

• Competitive total compensation package
• L&D programs and Education subsidy for employees' growth and development
• Various team building programs and company events
• Wellness and meal allowances 
• Comprehensive healthcare schemes for employees and dependants 
• More that we love to tell you along the process!