Customer Relationship Manager

Droob of Continent Trading L.L.C; Muscat; On-site; OMR 15,000 - 23,000; Full time

Job summary

Droob of Continent Trading L.L.C. is seeking an experienced CRM Manager to lead and develop our CRM function, enhancing the customer journey and engagement for sustainable growth.

The ideal candidate will bring strong expertise in CRM systems, customer experience, data management, omnichannel engagement, automation, analytics, and team leadership to drive cross‑functional success across sales, marketing, and operations.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Information Systems, or related field.
• Minimum 5 years of experience in CRM, Customer Experience, or related field.
• Experience with CRM platforms such as Salesforce or similar systems.
• Experience in Customer Journey, Customer 360, Case Management, Workflow Automation, CRM Analytics, and Reporting is preferred.

Responsibilities

• Develop and implement the company’s CRM strategy and customer journey.
• Build a unified Customer 360° view by integrating data across showrooms, phone, WhatsApp, website, e-commerce, and social media.
• Manage customer service, complaints, cases, and after-sales processes.
• Improve customer retention, loyalty, satisfaction, and engagement.
• Implement CRM workflows, automation, segmentation, and campaign management.
• Use data analytics, dashboards, KPIs, and AI tools to improve customer experience and business performance.
• Monitor customer feedback and identify opportunities for service improvement.
• Lead, coach, and develop the Customer Relations team.
• Work closely with Sales, Marketing, E-Commerce, Operations, and IT teams to ensure a consistent omnichannel customer experience.
• Provide CRM insights and performance reports to executive management.

Skills

CRM strategy

Leadership

Analytics

Customer experience

Omnichannel

Education

Bachelor’s degree in business/IS

Tools

Salesforce

Job description

Droob of Continent Trading L.L.C. is looking for an experienced and results-driven CRM Manager to lead and develop our Customer Relationship Management function, enhance the customer journey, strengthen customer engagement, and support sustainable business growth.

The ideal candidate will have strong experience in CRM systems, customer experience, data management, omnichannel engagement, automation, analytics, and team leadership.

Key Responsibilities:

• Develop and implement the company’s CRM strategy and customer journey.
• Build a unified Customer 360° view by integrating customer data across showrooms, phone, WhatsApp, website, e-commerce, and social media.
• Manage customer service, complaints, cases, and after-sales processes.
• Improve customer retention, loyalty, satisfaction, and engagement.
• Implement CRM workflows, automation, segmentation, and campaign management.
• Use data analytics, dashboards, KPIs, and AI tools to improve customer experience and business performance.
• Monitor customer feedback and identify opportunities for service improvement.
• Lead, coach, and develop the Customer Relations team.
• Work closely with Sales, Marketing, E-Commerce, Operations, and IT teams to ensure a consistent omnichannel customer experience.
• Provide CRM insights and performance reports to executive management.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Information Systems, or a related field.
• Minimum 5 years of experience in CRM, Customer Experience, Customer Service, or a related field.
• Strong knowledge of CRM platforms such as Salesforce or similar systems.
• Experience in Customer Journey, Customer 360, Case Management, Workflow Automation, CRM Analytics, and Reporting is highly preferred.
• Strong analytical, leadership, communication, and problem-solving skills.
• Experience in retail, furniture, e-commerce, or omnichannel businesses is an advantage.
• Fluency in Arabic and English.

Location: Al Hail South, Muscat – Sultanate of Oman