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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

Skills

• Good presentation skills and ability and confidence to present to senior management level
• Good presentation skills and ability and confidence to present to CEO level
• Strong technology focus
• Strong management and leadership skills
• In depth understanding of CRM and Customer Care principles

Job Details

Industry:
Functional Area:
Total Positions:
1 Post
Job Type:
Full Time/Permanent
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
5 Years (B2C environment)
Work Permit:
Saudi Arabia
Apply Before:
Sep 07, 2018
Posting Date:
Aug 07, 2018
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flyadeal

Aviation · 1001-1500 employees - Jeddah

We are the newest Low Fares Airline in the Kingdom of Saudi Arabia. We plan to start flying in 2017. Our mission is to offer our customers superior value through low fares, providing a fully mobile-connected travel experience from start to finish.