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Job Description

Required CRM Manager Location : Kuwait

Nationality : only Arabic Nationality

Industry : Only from automobile

Salary : as per local market

Experience : 10-12 years within a similar role in automotive sector

Education / Qualifications Bachelor’s and Master Degree in Business Administration. Knowledge: high level of customer service Strong background in customer acquisition, re-engagement and retention strategies A Confident and articulate communicator capable of inspiring strong collaboration in an organization.

Job Purpose:

To lead and manage the operational performance of the Customer Relationship department, ensuring the successful delivery of business strategies and objectives through excellent customer service

Job Role

  • Planning and delivering CRM strategies across the group encouraging customer retention and customer loyalty.
  • To supervise and manage the operation and development of the Company Call Centre.
  • Group CR Manager will also be responsible for the training of all of the Call Centre employees. § Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the group and captures all required information at key points in the customer life cycle. § Examining and analyzing daily CSI surveys data to produce monthly reports to participated department heads.
  • Analyzing Customer Journey Mapping touch points within the group and maximizing commercial opportunities § Working closely with all departments to ensure the CRM works effectively for all aspects of the group.
  • Overseeing direct communications with customers through the CRM
  • Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
  • Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the group and its products.
  • Identifying and recommending training needs for customer facing staff and arrange suitable training.
  • Creating a customer-centric culture by involving all decision makers and organize team building activities across the group for management and staff.
  • Designing and implementing group wide retailing standards that govern the way the business interacts with its clients and present its employees.
  • Communicating with principles to ensure feedbacks and regular reports are passed to concerned departments and follow up to ensure high degree of compliance.
  • Adhering to dealership evaluation needs and update DDMS accordingly to ensure securing higher score and work closely with concerned department managers to ensure compliance.
  • Coming up with recommendations and corrective actions in order to group preserve brand image and work to enhance group reputation. § Leading, managing and developing the Customer Relationship team.
  • Identifying customer requirements and finding solutions to meet customer needs.

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
Master's in Business Administration
Career Level:
Experienced Professional
Experience:
10 Years - 10 Years (High level of customer service Strong background in customer acquisition, re-engagement and retention strategies A Confident and articulate communicator capable of inspiring strong collaboration in an organization.)
Apply Before:
Feb 03, 2020
Posting Date:
Jan 03, 2020
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