CRM Manager

Main Purpose:

• Manage the customer relation operations to ensure maximum satisfaction of the company’s external stakeholders.

Responsibilities:

• Take proactive ownership, plan, drive and manage the respective functional area to ensure targets of different stakeholders are being met (customers – consumers – shareholders).
• Ensure all operational risks are identified, mitigated and managed at a level acceptable to the company and the customers and to identify and resolve any unforeseen issues and/or underperformance to ensure no negative impact on the business.
• Develop and maintain a strong and professional working relationship with the vendor and internal stakeholder, businesses/functions to ensure adequate performance as outlined in the contract.
• Act as primary interface and main escalation point with concerned parties to ensure customer & consumer satisfaction.
• Develop and implement the department strategy, policy, processes and procedures and ensures timely dissemination to the CC vendor / team and carry on the needed alignments with the internal functions.
• Implement a framework and processes for monitoring and reporting the performance of the function.
• Develops a regular governance model with the vendor to ensure close performance monitoring and KPIs achievements along with maintaining an updated SM with the vendor.
• Lead the selection of the service provider and negotiating the deals and contracts.
• Timely update the service provider/agency with relevant changes (products, campaign, and price) to be able to maintain an updated service to customers including a regular update of the Knowledge base.
• Create monthly reports of operational KPIs, flags out any identified issues and shared recommended actions and relevant time lines and present to management.
• Acts as the main channel for managing received complaints and applies problem-solving methodology to identify the root cause of the different types of complaints (product / service, etc) to always keep them within the acceptable industry levels.
• Sets KPIs mapped to the global industry standards and challenges achieved KPIs striving to always reach higher levels of performance.
• Analyze the cost / call – transaction on monthly basis to ensure an efficient model is being maintained and coordinates with other internal functions and departments accordingly to identify Contact Center optimization opportunities to the benefit of Edita’s stakeholders, customers and consumers.