معلنة منذ يناير ۰۳, ۲۰۲۰ 54 مشاهدة
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.
