Customer Relationship Manager

Fyonka is Egypt's first all female transportation service, only female drivers and female customers; via a mobile application.

Our mission is to provide the safest and most reliable ride to all the women in Cairo. Fyonka’s role as a social enterprise is devoted to positively impact the lives of Egyptian women who can’t reach their full potential due to social or economic barriers. fyonka’s aim is to inspire our women in order for them to improve and enrich their quality of life as well as become architects of their future.

Job summary:

• The ideal candidate will be a visionary digital marketing communications leader with experience building a best-in-class CRM organization at scale.
• S/he will have the talent, energy and passion to effectively tell Fyonka’s story to both riders and drivers.
• S/he will have to have an entrepreneurial spirit thriving in a fast-paced and high growing environment.
• The head of CRM will play a critical role in running and connecting Fyonka with its customers, working with both riders and drivers across Egypt.
• She will have to develop and lead Fyonka’s digital communications strategy with our customers and drivers across email, push notifications and in-app messaging etc…
• The head of CRM will have to conduct and carryout complex research and analysis of the market and of our customers and drivers to meet aggressive growth targets.
• The head of CRM will also have to manage all the ‘review tickets’ that we will receive from our costumers through the app.
• The head of CRM will have to work with the technical team on a daily basis to analyze the most ‘highly congested’ areas.
• Create various analytical reports to enhance our understanding of our customers and drivers.
• Create reports on our quality of service and reviews received.
• Always research and look out for new strategic partnerships.

Duties:

• Manage our customer service team that will be working under the head of CRM.
• Streamline company wide communications to customers.
• Implement measures to improve our two-way communications with our customers.
• Drive the direction of our customer segmentation, targeting and reporting to improve the development of our company’s market position.
• Work with our marketing team for future campaigns.
• Find creative solutions to help our team overcome any obstacles.
• Built strong and healthy relationships with the team members.
• Coach and develop a team to maintain a high morale and drive business results.