Manager - Customer Interaction Systems

2 days ago


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

We are looking for an experienced Manager - Customer Interaction Systems to oversee and enhance our end-to-end customer communication systems.

This pivotal role involves the design, implementation, and management of integrated CRM platforms, social listening tools, and communication channels to ensure a seamless and efficient customer journey.

Key Responsibilities
  • Lead the implementation of 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.
  • Design and implement chatbots and AI-powered tools to automate repetitive tasks and provide efficient, real-time customer support.

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.

Process Optimization

  • Streamline workflows for customer queries and issue resolution to improve response time and reduce operational costs.
  • Automate repetitive customer service tasks using AI and chatbot technologies to enhance efficiency.

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.
  • Mandatory: Hands-on experience in designing and implementing chatbots to improve customer service efficiency.


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