CRM&PIS System Specialist

2 weeks ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Rail Operating Companies Full time

As a Customer Relationship Management (CRM) and Passenger Information System (PIS) System Specialist's primary responsibility is to oversee and enhance the performance, integration, and utilization of our CRM and PIS systems. This position is critical to improving passenger experiences, data-driven decision-making, and efficient service delivery.

Roles and Responsibility:

  • and administer the organization's CRM platform, ensuring its configuration, customization, and continued performance optimization.
  • and maintain business requirements of the CRM and PIS releases
  • integration of the CRM and PIS systems with the other systems such as the sales and distribution systems, the station systems, the contact center systems etc....
  • the QA and system acceptance of the CRM and PIS systems releases
  • for CRM and PIS systems internal SLAs
  • and enforce SLA with vendors
  • with teams to enhance and maintain the Passenger Information System, ensuring real-time, accurate, and user-friendly passenger information delivery.
  • seamless data integration between CRM and PIS systems, promoting the availability of consistent and real-time passenger data for analysis and improved service delivery.
  • CRM and PIS data to generate valuable insights, enabling data-driven decisions and customer-centric improvements.
  • day to day relationship with the CRM and the PIS systems vendor
  • training sessions to empower end-users to leverage the CRM and PIS systems effectively to enhance passenger experiences and operational efficiency.
  • and execute system upgrades, patches, and maintenance activities, minimizing service disruptions.
  • and maintain comprehensive documentation for CRM and PIS systems, including user manuals and standard operating procedures.
  • address and resolve technical issues, providing expert support to users and stakeholders.
  • with internal stakeholders and external vendors to align system capabilities with passenger service needs.
  • data security and compliance with industry regulations and standards in CRM and PIS operations.

Academic Qualifications:

  • degree in Information Technology, Computer Science, or a related field.
  • in a CRM market solution is advantageous

Experience:

  • experience in managing CRM and PIS systems.
  • with CRM platforms.

Other Skills:

  • English speaking with excellent written and verbal skills
  • data analysis and problem-solving skills.
  • of data governance and security best practices.
  • communication, collaboration, and training skills.
  • detail-oriented, and able to work independently.

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