Integrated CRM Platform Lead

2 days ago


Kuwait City, Al Asimah HealthCare Dynamics Gen. Trading Company W.L.L Full time

This is an exciting opportunity for an Integrated CRM Platform Lead to join our team at HealthCare Dynamics Gen. Trading Company W.L.L.

We are seeking a highly skilled professional to lead the design, implementation, and management of end-to-end customer communication systems.

Responsibilities
  • Design and implement integrated CRM platforms, social listening tools, and communication systems to deliver seamless and proactive customer support.
  • Develop a unified communication strategy that enables a single view of the customer across all platforms and touchpoints.
  • Oversee integration of customer experience platforms with core systems, including reservations, operations, and marketing tools.

Customer Communication Management

  • Design and manage an integrated communication platform to ensure consistency and efficiency in customer interactions across email, chat, SMS, social media, and call center channels.
  • Monitor and optimize customer touchpoints to ensure first-level responses meet predefined service level agreements (SLAs).
  • Implement social listening systems to gather actionable insights from customer feedback and improve service delivery.

Requirements and Qualifications

  • Bachelor's degree in Business Administration, Information Technology, Marketing or a related field.
  • Minimum 7 years of experience in customer experience systems management or a related role.
  • Proven track record of implementing customer experience platforms, integrated CRM systems, or similar tools across multiple customer channels.


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