Customer Relationship Management Specialist

Sharjah Coop; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the UAE is seeking a CRM Manager to enhance customer satisfaction and data integrity within its CRM system. The role involves managing customer inquiries, optimizing CRM workflows, conducting assessments of programs, and collaborating with marketing teams to improve engagement and brand loyalty.

Qualifications

• Experience in CRM management and related activities.
• Strong analytical skills and ability to interpret data.
• Ability to collaborate with multiple teams for process improvement.

Responsibilities

• Manage customer inquiries and ensure high satisfaction.
• Develop and implement CRM strategies for brand loyalty.
• Maintain accurate CRM data records and identify trends.

Skills

Customer Relationship Management

Data Integrity

Problem Solving

Customer Service

Job description

Job Purpose

• Manage customer inquiries and complaints to ensure high customer satisfaction.
• Works with both internal and external resources to ensure CRM works effectively throughout Sharjah Coop.
• Ensure all customer data is complete, accurate, up-to-date, consistent, and compliant, with specific responsibility for maintaining and managing customer data to ensure data integrity.
• Establish positive interactions with new and current customers and provide solutions to issues or problems raised by customers

Key Accountabilities

• Assist in developing and implementing CRM strategy and working collaboratively with other marketing teams to increase customer consumption and build brand loyalty.
• Increase CRM utilization through user engagement, develop CRM workflows to support business processes, extract data, and produce tailored reports.
• Maintain CRM contact data records for Sharjah Coop and look for continuous improvement to increase the functionality and accuracy of the data held to meet the business requirements.
• Identify, recommend, and implement quality and efficiency improvements to CRM processes.
• Organize mini surveys to gather deeper customer insights on CRM related topics.
• Identify key trends and factors influencing customer behavior, like consumption and brand loyalty.
• Conduct assessment of CRM programs and promotional activities according to their efficiency and profitability.
• Answer inquiries or redirect them to the concerned departments as per internal policies and procedures to ensure high customer satisfaction.
• Assist in optimizing CRM/marketing activities by defining market sectors and customer selection based on customer profiling and segmentation.
• Participate in exhibitions/meetings to learn about the latest developments in the field of CRM to keep the organization in sync with external developments.
• Follow up on all department deadlines and ensure that concerned stakeholders adhere to delivery and submission dates.
• Maintain periodical reports which provide well-informed information on all CRM activities, problems/potential problems, results of efforts, and recommendations for corrections.
• Conduct continuous research on the up-to-date approaches and techniques, methods, tools to implement best practices in work.
• Perform day to day CRM related activities, including verifying, classifying, computing, posting and recording clients.
• Assist the team members in any other tasks that may arise as required.
• Perform any other tasks assigned by the manager.