Customer Relationship Management Team Lead

1 week ago

Sharjah, Sharjah, United Arab Emirates Pitstop UAE Full time
About the Role

Pitstop UAE is seeking a highly skilled and experienced Customer Relationship Management (CRM) Supervisor to lead our CRM team in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  1. Team Leadership: Supervise and mentor a team of CRM specialists, providing guidance, support, and training to ensure they have the skills and knowledge needed to excel in their roles.
  2. Performance Evaluation: Conduct regular performance evaluations and identify opportunities for team development to ensure the team is working efficiently and effectively.
  3. CRM Strategy Development: Develop and implement CRM strategies aligned with company objectives and standards to enhance customer satisfaction, retention, and loyalty.
  4. Data Analysis: Analyze customer data to identify trends, preferences, and opportunities for improvement to inform CRM initiatives and drive business growth.
  5. Campaign Management: Oversee the creation, execution, and analysis of CRM campaigns, including email marketing, loyalty programs, and customer surveys to measure their effectiveness and make data-driven decisions.
  6. Collaboration: Collaborate with marketing and sales teams to integrate CRM initiatives with broader marketing strategies and ensure a seamless customer experience.
  7. Customer Touchpoints: Monitor and improve customer touchpoints to ensure a consistent and positive experience across all interactions.
  8. Customer Complaints: Address and resolve customer complaints or issues escalated by the team to ensure customer satisfaction and loyalty.
  9. Data Integrity: Ensure the accuracy and integrity of customer data in CRM systems to maintain data quality and inform business decisions.
  10. Reporting: Prepare regular reports on CRM activities, customer insights, and campaign results for senior management to inform business decisions and drive growth.
  11. Process Improvement: Identify areas for improvement and recommend changes to enhance CRM effectiveness and efficiency.
  12. Stakeholder Management: Work closely with other departments (e.g., sales, service, IT) to align CRM efforts with overall business goals and ensure effective communication and cooperation.
  13. Technology Management: Manage and optimize CRM tools and software to ensure they meet the needs of the business and are used effectively.
  14. Industry Trends: Stay updated on industry trends and best practices to recommend new technologies and approaches to drive business growth and improvement.
Requirements
  1. Education: Bachelor's degree in marketing, Business Administration, or a related field. A Master's degree is a plus.
  2. Experience: Minimum of 6-8 years of experience in CRM or a related role, preferably in the automotive service industry.
  3. Language: Proficiency in English & Arabic language.
  4. Leadership: Strong leadership and team management skills to lead and motivate the CRM team.
  5. Communication: Excellent communication and interpersonal abilities to work effectively with various stakeholders.
  6. CRM Software: Understanding of CRM software and data analysis tools to analyze customer data and inform business decisions.
  7. Analytical Skills: Analytical mindset with the ability to interpret complex data and make data-driven decisions.
  8. Problem-Solving: Strong problem-solving skills and attention to detail to identify and resolve customer complaints and issues.

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