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CRM Manager - Alexandria

Zahran Market
Smouha, Alexandria
Posted 4 years ago
100Applicants for1 open position
  • 80Viewed
  • 9In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Providing leadership, development and coaching of Agents. Actively engaging and supporting the development of the team to ensure better service delivery and raising the customers’ satisfaction.
  • Ensuring effective and consistent communication throughout the team.
  • Encouraging feedback and customer insight in order to enhance the customer experience.
  • Contributing to the design and implementation of Change Programs and Projects which impact the contact center.
  • Identifying actions and needed training to ensure the skills and knowledge are developed effectively.
  • Embedding a performance culture, framework and review processes to achieve service levels and improvements against set targets
  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
  • Ensuring service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
  • Reviewing management information and making suggestions, recommendations as improvements across the contact center.
  • Ensuring the CRM system provides an effective sales tunnel.
  • Developing and implementing marketing techniques that will drive new customers’ acquisition.
  • Sharing reports, analysis & insights with current sales & services states from from CRM system to the management.
  • Supervise all aspects of dealing with customers i.e call center, delivery, and social media admins.

Job Requirements

  • BSc/BA in any discipline is must.
  • MSc/MBA or relevant certification (Six Sigma / COPC/ PMP) is a plus.
  • Post-Qualified experience of at least 10 years in CRM management.
  • FMCG and/or Retail PQE is an asset.
  • Cutting-Edge Communication skills & interpersonal abilities.
  • Profound analytical skills & reports processing.
  • Excellent organizational and leadership skills.
  • Experience in supervision (Delivery, Call center, Internet Services) is must.

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