Customer Management Solutions Manager

Job Description:

• Key Result Areas (KRAs).
• Deployment of Customer Management Solutions.
• Manage Customer Management Solutions' activities and resources.
• Duties and Responsibilities
• Communicate effectively with internal and external stakeholders to evaluate industry and business trends.
• Document business requirements to define the architecture and tools of Customer Management Solutions.
• Manage relationships with vendors in support of staff augmentation and systems support.
• Manage RMS solution enhancements, changes, and new release implementation in order to fulfill the needed business requirements.
• Responsible for the management of Installments solution including banking and billing to deliver an exceptional customer experience.
• Identify and manage the implementation of CRM solution's new and creative opportunities to enhance customer experience.
• Deploy an Enterprise CRM Solutions including the automation of order-to-cash processes across all sales channels to Enhance customer experience and operational efficiency
• Manage the implementation of projects for Information Systems especially Retail, Billing, credit management and CRM solutions to ensure that materials and tools are rolled-out at the appropriate time, based on customer and business needs.
• Monitor all customer escalation issues and assist to improve complex processes by recommending solutions.
• Analyze customer requirements and ensure resolutions for all issues.
• Contribute to the development of Technology Sector strategies to align with the company business strategy.
• Manage, motivate, develop and assess Customer Solutions team to improve team members’ performance level.
• Develop, implement, and maintain policies, processes and procedures for effective delivery of services and compliance with regulatory guidance.