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Job Description
- Identify touch points with customers and service level of agreement with customers.
- Assess the current productivity of the staff and their characteristics and areas for improvement.
- Set the CRM Strategies, policies and objectives
- Set CRM standard operating procedures and work instructions.
- Set the evaluation and control methods and KPIs to measure the performance and compare it to the plan.
- Cooperate and communicate with other departments to facilitate the cross functional work between the CRM department and other departments.
- Check out the communication channels with the customers and trigger any changes in customers’ preferences
- Reduce the waste and defects at all levels and in all stages.
- Prepare budget and forecasting of the CRM activities.
Job Requirements
- Bachelor degree.
- Certification in customer experience management, marketing or customer service (Is preferred).
- Location: Preferred near to New Cairo
- Experience in Inbound & Outbound is a MUST
- Experience in e-commerce field is a big plus
