CRM MANAGER 1420 views

On behalf of our client we are recruiting a Cx/Customer Excellence Manager who puts customer delight and customer satisfaction through service excellence at the forefront of his/her job function.

The Position :

The role of the Customer Engagement & Excellence Manager demands a certain seniority level to set a profound strategic context to enable a customer-centric operating model and achieve higher objectives.

Your primary focus as the CEE Manager is leading the Operational Excellence domain And leading the teams that support:

Performance Analytics

Voice of Customer

Putting in every possible effort to delight customers and creating an amazing experience for them and delivering customer service excellence.

Spearhead all customer happiness and customer experience strategies

Oversee the call centre operation

The Candidate Profile:

The ideal candidate will have strategic vision and strong operational acumen with the ability to action the voice of the customer into impactful improvements in customer satisfaction, while navigating in a highly regulated market.

A strong background in quality/ service excellence, exposure in digital technology and a great deal of passion for surpassing customer expectations with exceptional leadership skills.

Must have a Bachelor’s Degree and/or Master’s Degree from an accredited institution

5+ years of proven track record in driving operational results, experience in preferably at a high growth telecom , leisure, luxury or automotive business

Good understanding and knowledge of the capabilities in scope (specifically CRM Platforms & Strategic Account Management’ and ‘Coaching for Excellence’) with regards to methods & processes, data and platforms.

Experience managing contact center technology and Autoline dealer management system

Strong customer orientation and passion for delivering high quality standards

Successful track record in analyzing existing programs for gaps and improvement opportunities and leveraging insights to implement strategies to drive clear business impact

Excellent communication skills – fluency in English and preferably Arabic