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Job Description

  • Work with Head of Customer Engagement to develop and implement flyadeal’s CRM Strategy
  • Understand the cross-functional impact of the CRM/CEC strategy, supporting the Head of Customer Engagement to optimise efficiencies, with specific focus on digital transformation of all processes
  • Manage the CEC team and out-sourced partner within agreed guidelines and budgets, continually identifying cost efficiencies and process improvements.
  • Develop, implement and manage Customer care processes, including adherence to regulatory requirements
  • Deliver ‘best in class’ processes and procedures for Customer interactions via all available communications channels with a focus on self-service, constantly developing the system and workflows to ensure process integrity, providing approvals without delay and escalating to senior management where necessary
  • Develop and deliver customer service training and product manuals for use across the business
  • Achieve CEC targets with regards to flight and ancillary revenues; continually improving sales skills and processes within the team
  • Provide regular reporting of Customer feedback and ideas to identify potential revenue growth opportunity
  • Provide high quality and accurate reporting to the key areas of the business
  • Provide regular and accurate reports as required by regulatory bodies with regards to Customer care
  • In depth understanding of CEC and CRM technologies and latest industry trends
  • Knowledge of core airline systems and processes
  • Fluent in information technology, cutting edge commercial applications and local market requirements that lead the way not just in aviation but other B2C sectors

Job Details

Industry:
Functional Area:
Total Positions:
1 Post
Job Type:
Full Time/Permanent
Job Location:
Gender:
No Preference
Career Level:
Experienced Professional
Minimum Experience:
5 Years (B2C environment)
Work Permit:
Saudi Arabia
Apply Before:
Nov 30, 2018
Posting Date:
Oct 10, 2018
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flyadeal

Aviation · 301-600 employees - Jeddah

flyadeal is a Low Fares Airline that has been created to meet the growing demand for affordable air travel in Saudi Arabia and the Middle East. It is owned by the Saudi Arabian Airlines Corporation. The venture is part of Saudia Group's SV2020 Transformation Strategy, which aims to elevate th ...Read More