CRM Manager - Global Management Solutions (GMS)

A large automotive business in Qatar is looking to recruit an exceptional CRM Manager to the team.

Duties will include:

• Manage the development and implementation of the CRM strategies and programs to increase and maximize Customer Lifetime Value.

• Plan and deliver CRM strategies that will encourage customer retention and loyalty.

• Decide on the CRM platform structure and architecture, which will work seamlessly across the organization and capture all required information at key points in the customer life cycle.

• Develop and maintain a Customer Journey Map in order to identify and analyze touch points with the organization that can be used to maximize commercial opportunities.

• Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the division and its services.

• Monitor and maximize the Customer Lifetime Value strategies to ensure maximum profitability.

• Develop and execute marketing campaign strategy and analyze the campaign’s performance to ensure its effectiveness and for potential duplication in the future.

• Manage the After Sales Call Center in order to ensure that all calls, inquiries and complaints are sufficiently addressed and responded to within the standards set by the After Sales Division and Principal.

• Plan, supervise and monitor the day to day operations of the Call Center team to continuously serve customers on their issues and inquiries - ensure that adequate follow up calls are made to customers on a daily basis.

• Respond to escalated issues and inquiries from the Call Center Team to ensure that the issue / inquiry are resolved within the least amount of time.

• Plan, prioritize and schedule the team’s activities, based on volume of transactions and resources to ensure continuity of service.

• Develop and implement procedures and standards for all major Call Center Activities to ensure a standard way of doing things in the most effective and efficient manner.

• Develop problem solving guidelines, checklists or other materials to assist the staff to respond to enquiries and issues - train and motivate the call center team to

• Ensure that all inbound and outbound calls to customers are managed properly and within the standards.

• Ensure that customers are receiving efficient follow ups; service reminders, service campaigns - Thank You calls, birthday greetings and other related activities.

Job Details

Date Posted:	2015-02-26
Job Location:	Doha, Qatar
Job Role:	Customer Service
Company Industry:	Automotive
Monthly Salary:	US $6,000

Preferred Candidate

Career Level:	Mid Career
Degree:	Bachelor's degree / higher diploma

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Date Posted: February 26, 2015 at 12:49PM

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CRM Manager - Global Management Solutions (GMS)