Job Details
Job Description
Job Purpose:
Develop and Manage the CRM Division so as to provide customers with customized, personal, and consistent brand experience which results in higher customer satisfaction, greater customer value and increasing owner loyalty.
Key Accountabilities:
- Ensure the development of Customer Relationship Management strategic plans to enable building a higher customer base and increasing the customers share of the wallet for the company.
- Develop, monitor and Manage customer data collection process, introduction of new customer feedback tools.
- Be a focal point for resolution of all customer complaints by co-coordinating with all the department heads so as to resolve customer grievances on a timely and amicable basis to achieve increased customer satisfaction.
- Plan and Conduct periodical customer satisfaction surveys, Analyze and Circulate findings so as to enable the team to take proactive actions for improving customer satisfaction and thus increase customer base.
- Develop, Monitor and Report all Customer Relationship measures like Contact to Sales conversion rate, CSI, SSI, Share of Sales from lead etc. to enable effective analysis of Customer needs and trends so that each department is able to develop its own short term and long term strategic plans to improve customer satisfaction index.
- Develop, Direct and ensure the effective implementation and to enable process improvement, cycle time reduction and cost reduction in line with overall business plans.
- Ensure the effective achievement of the CRM departments functional objectives through the leadership of the department – setting individual objectives, managing performance, developing and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance.
- Direct the preparation of the department budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified and potential performance improvement opportunities are capitalized upon.
- Direct the development and oversee the implementation of operational policies, procedures and controls covering all areas of CRM activities so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.
- Define an optimum organization structure so that resources are optimally utilized and communication can take place in an efficient manner.
Desired Profile
- University degree in a commercial or engineering discipline.
- MBA from an inteationally-recognized business school preferred.
- 5 – 7 years in a Marketing and Sales area within the automotive sector or a relevant industrial sector, of which 3 years’ in a management/supervisory experience role in CRM.
- At least 2 years of experience in the region in the area of Customer Handling.
- Experience of deploying balanced scorecard, ERP and ISO implementation.
- Effective interpersonal skills.
- Effective verbal and written communication skills.
- Critical thinking and analytical skills.
- Fluency in English & Arabic.
Key Skills
Expert knowledge of CRM processes.
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Contact Details
Contact Name
: NouraEmail
: 227@gulfbankers.comContact Mobile
: n/a
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