Manager, Digital Acquisitions

Job description / Role

Operating in the UAE for over 50 years

CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Job Purpose

We are seeking a dynamic and innovative Digital Engagement Manager to join our team at CBD to lead customer engagement strategies across digital channels. The ideal candidate will drive customer-centric initiatives, enhance digital experiences, and strengthen our brand's presence across web, mobile, and social platforms, ensuring alignment with our overall business objectives. As a key player in digital channels, you will be responsible for driving engagement across channels delivering compelling solutions that drives adoption of our digital channels.

This role reports directly to the Head of Digital Channels.

Responsibilities

The Digital Engagement Manager will have accountability across the Digital Teams for customer engagement.

• Strategy development: Design and implement digital engagement strategies to grow customer loyalty, usage, and satisfaction. Align digital campaigns with overall marketing, customer experience (CX), and business goals.
• Customer journey management: Map, monitor, and optimize digital customer journeys across mobile apps, websites, and online banking platforms. Leverage analytics and customer insights to identify friction points and opportunities for engagement improvement.
• Campaign management: Plan and execute targeted, data-driven campaigns (push notifications, emails, SMS, in-app messages) to improve onboarding, cross-selling, and retention. Manage loyalty programs and digital rewards initiatives.
• Channel ownership: Oversee customer engagement across key digital touchpoints including mobile banking apps, web portals, chatbots, and social media. Collaborate with product, IT, design, and CX teams to ensure seamless digital experiences.
• Analytics and reporting: Monitor and track KPIs such as customer engagement rates, Net Promoter Score (NPS), app usage, conversion rates, retention rates, and campaign ROI. Provide regular reports with insights and recommendations for optimization.
• Innovation and trends: Stay updated on digital banking trends, emerging technologies (e.g., AI personalization, conversational banking), and competitive benchmarks. Suggest and implement new tools and tactics to enhance digital engagement.
• Compliance: Ensure all digital engagement activities comply with UAE banking regulations and data privacy laws.
• Communication: Communicate product updates, progress, and strategy effectively to stakeholders at all levels of the organization, including senior leadership.

Requirements

Qualifications and Experience

• Proven experience (7-10 years) in digital banking and transformation, digital engagement, digital marketing, across mobile and online banking, in financial services or similar role in a financial services environment, with a track record of success in digital engagement initiatives.
• Minimum of bachelor's degree in digital marketing, digital engagement/media, communications, information/marketing technology or a related field.
• At least 5 years of experience working specifically with digital platforms such as mobile apps, online banking portals, or omni-channel CRM systems.
• Hands-on experience managing customer lifecycle campaigns, personalized communication, and data-driven targeting.
• Demonstrated success in increasing digital adoption and engagement through customer journey optimization, segmentation, and campaign management.
• Strong understanding of customer journey mapping, persona development, and touchpoint optimization.
• Proficiency with CRM systems, marketing automation tools, and digital analytics platforms (e.g., Adobe Experience Cloud, Google Analytics), and dashboards (e.g., Power BI, Tableau).
• Understanding of SEO, SEM, content management systems (CMS), email marketing, mobile engagement strategies, and social media engagement.
• Solid understanding of banking concepts, products, procedures, and operations.
• Solid understanding of agile methodologies, and experience with agile tools such as JIRA or Azure DevOps.
• Familiarity with UAE Central Bank regulations, data privacy laws (e.g., UAE Data Protection Law), and compliance in the banking sector.
• Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Experience working in cross-functional teams with IT, UX/UI, analytics, compliance, and product departments.

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.