Key CRM and CX Professional for Alghanim Industries
3 weeks ago
Job Title: Key CRM and CX Professional for Alghanim Industries
Job Summary
We are seeking a highly skilled Key CRM and CX Professional to join our team at Alghanim Industries. The successful candidate will be responsible for creating a customer-centric organization by working closely with sales and aftersales teams. This includes tracking, analyzing, and improving NPS, CSI, and business processes through periodic action plans based on KPIs and customer satisfaction results.
Key Responsibilities
CRM:
The ideal candidate will have overall responsibility for the Call Center and its operations, constantly improving efficiency and utilization by working with the team and helping them stay on objectives. They will also ensure customer insight is obtained and studied using telephone recordings and databases to understand and meet customer expectations.
Developing CRM strategies that meet organizational objectives, complementing and enhancing marketing initiatives, is also a key responsibility. Additionally, the candidate will work with Sales, Marketing, Service, and Operations to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.
Customer Experience:
The Key CRM and CX Professional will analyze digital and CRM metrics to drive strategic decisions and continuous improvement. They will create a customer journey map of all relevant touchpoints, identify methods of efficiency, and cascade information to improve customer experience.
Requirements
• Preferred Degree in Marketing, Business, or Communications
• Minimum 10 years of professional experience in related activity with a reputed brand/company
• Excellent verbal and written skills in English and Arabic
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