Senior Manager Customer Relationship Management
Qatar Airways
Middle East, Qatar, Doha
منذ 7 يوم

About your Job :

The is in charge of overall Customer Relationship Management (CRM) strategies and programmes with the aim of improving satisfaction / referral, engagement and customer lifetime value.

In this role, you will create and manage different working groups responsible for gathering Customer Intelligence, defining customer experience and enabling touchpoints to deliver effectively.

You will develop a blueprint for the Qatar Airways’ CRM strategy and get buy-in from all service delivery units to work along the same roadmap.

You will also work in close collaboration with the IT team to define requirements and identify the IT infrastructure capable of best supporting seamless engagement, service delivery and recovery at each customer touchpoint.

Specific accountabilities of the role are :

  • Develops the CRM strategy for the airline and identify key customer segments; lead development of customer journey maps and interaction strategies.
  • Develops the analytical / technical / system roadmap for implementation of the CRM / strategy across all service delivery units.
  • Works cross-functionally to ensure the deployment of highest engagement strategies across digital and physical touchpoints.
  • Develops strategies for the execution of cost-effective, revenue-protecting customer complaint solutions and service recovery actions.
  • Leads the global teams of Customer Intelligence, Customer segment & journey management and Customer systems & processes in order to ensure a coordinated and comprehensive strategy is in place.
  • About you :

    You hold a Bachelor’s degree with 10 years of job-related experience preferably in a CRM related field. You have worked in CRM / analytics management role for 5 years and have project management experience.

    You have good commercial acumen and an excellent track record of implementing change. You have proven commercial analytical skills and CRM software knowledge.

    You have good leadership capability to manage and meet development objectives of your team members as well as creating a high performing and collaborative team environment.

    You have exceptional customer relationship management ability. You have strong decision making and problem solving skills.

    You have strong communication skills with the ability to interact / communicate within all levels of the organisation.

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