Job Description: Lead the overall Customer Relationship Management (CRM) function across the Group with the aim of improving satisfaction, engagement and customer lifetime value. Responsible for implementing comprehensive and integrated customer satisfaction management solutions that support the entire customer travel lifecycle. Job Responsibilities: Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes. Consolidates and analyzes group -wide reports & customer centric data & trends; recommends to Management, ways and means of overcoming service shortfalls to promote customer satisfaction. Designs and delivers projects which help achieve tangible outcomes. Co-creates along with other business functions and implements a group-wide CRM strategy, for the execution of cost-effective, revenue-protecting customer complaint solutions and service recovery actions. 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. Monitors and ensures that operational related KPIs are achieved for customer relation function across the Group. E.g. Average Response Time; Service recovery expenditure etc. Implements standardized processes & procedures across the group for handling customer complaints / communication and requests pertaining waivers/adjustments/revalidation/refund on tickets and other related issues. Provides direction & guidance to the Customer Relations teams in all Hubs for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business. Work cross-functionally with other business functions such as Sales, Ground Operations, Contact Center, Customer Experience, Ancillary services etc. for implementation of projects/ initiatives to improve customer satisfaction. Manages the performance of Customer Relations team members across the Group while providing regular coaching and mentoring for their continuous enhancement. Partners with HR to provide training and career development opportunities. Job Requirements: Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests. Alert, with high ability to react and give immediate solutions without compromising results. Bachelor degree in Management/Communication or equivalent from a recognized university. Capability of understanding market trends and channelling them leading to enhancing customer’s experience. Capable of using CRM systems and tools; proficient in Microsoft Office Effective interpersonal relations to execute new initiatives that support company’s objectives. Fluent in English & Arabic languages Customer care oriented with capability to negotiate and persuade based on given conditions Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs. 5+ years of related working experience in a similar role in customer relations or customer care in any service industry, preferably in aviation; experience with low-cost airline is a plus. Proven skills in analysing data, identifying pitfalls and recommending cost-effective solutions. Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision-making skills. Job Details: Company: Air Arabia Vacancy Type: Full Time Job Location: Sharjah, AE Application Deadline: N/A Apply Here instantcareers.net
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