CRM Manager

Alghanim Industries; Kuwait; On-site; KWD 18,000 - 25,000; Full time

Job summary

A leading regional company in Kuwait is seeking a Manager of Customer Relations to enhance their Customer Relation Management processes. The ideal candidate will have an MBA and over 5 years of experience in customer service. Key responsibilities include managing customer interactions, analyzing performance metrics, and training the Customer Relation Management team. Excellent communication skills in both English and Arabic are essential for this role.

Qualifications

• 5+ years of professional experience in customer service or service-oriented fields.
• Ability to manage self and teams effectively.
• Capability to define and improve business processes.

Responsibilities

• Manage and improve Customer Relation Management processes.
• Implement infrastructure to support Sales and Marketing.
• Analyze Customer Relation Management performance and customer insights.

Skills

Leadership skills

Interpersonal skills

Problem solving

Project management

Organizational skills

Communication skills (English, Arabic)

Education

MBA degree from a reputable university

Job description

The Manager Customer Relations supports the Department Managers by providing insights to fuel continuous improvement and individualized communication based on quality information through an efficient Customer Relations Management process and implementation strategy.

Job Responsibilities

• Manage and improve Customer Relation Management according to industry best practices and company standards.
• Setup an infrastructure or process to support Sales, After sales and Marketing through Customer Relation Management.
• Ensure that customers receive one voice throughout the company by developing and implementing the Integrated Customer Communication Calendar.
• Set up a meeting schedule to interact with Department Managers on a monthly basis to discuss Customer Relation Management performance.
• Plan, implement, and obtain metrics and customer satisfaction trends; prepare insight reports for Department Managers.
• Analyze Customer Relation Management performance through various statistical and reporting methods.
• Ensure communication strategy is defined and implemented effectively and relevantly.
• Ensure customer insight is obtained using the central database.
• Develop feedback or complaint procedure for customers to use.
• Manage customer escalations, customer incidents, and special support events.
• Training Customer Relation Management team to deliver a high standard of customer service.
• Plan hiring and training timelines to optimize the delivery of service performance.

Candidate Requirements

• MBA degree from a reputable university.
• A minimum of 5 years professional experience in customer service or other service-oriented fields.
• Written and oral communication skills in English and Arabic.
• Excellent leadership skills to be able to manage self and teams without constant supervision.
• Strong interpersonal skills required to develop internal and external relationships.
• Ability to deal with difficult situations.
• Organizational and planning skills to develop Customer Relation Management strategy.
• Excellent problem solving skills to develop alternative solutions.
• Excellent project management skills to manage own projects and tasks.
• Commitment to improving customer satisfaction levels on an ongoing basis.
• Ability to define, monitor and improve business processes with an emphasis on