Senior CRM Officer وظائف السعودية
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Senior CRM Officer jobs
Job Purpose:
The Senior Customer Relationship Management Officer (Sr. CRM Officer) will be responsible for overseeing
and optimizing customer relationship management within our organization's customer service department.
This role plays a critical role in ensuring exceptional customer experiences, addressing escalations, generating
performance reports, and proactively engaging with clients to enhance satisfaction and retention.
Scope:
The Sr. CRM Officer will work closely with the customer service team, acting as a key liaison between our
organization and customers. This role involves monitoring, analyzing, and improving customer interactions to
drive long-term loyalty and company success. You will be responsible for managing escalations, creating
performance reports, and actively engaging with our clients to address their needs.
Responsibilities:
a. Customer Service Excellence:
- Lead and support the customer service team to provide exceptional service to clients.
- Develop and maintain a customer-centric approach to all interactions.
b. Escalation Management:
- Handle complex customer issues and escalations with professionalism and efficiency.
- Investigate root causes of escalations and implement strategies to prevent recurrence.
c. Performance Reporting:
- Create and maintain performance reports and KPIs related to customer service.
- Analyze data to identify trends and areas for improvement, making data-driven recommendations.
d. Client Engagement:
- Proactively reach out to clients to gather feedback, address concerns, and build positive relationships.
- Identify opportunities for upselling, cross-selling, or enhancing the customer experience.
e. CRM System Management:
- Oversee the organization's CRM system, ensuring data accuracy and consistency.
- Collaborate with IT and other relevant departments to improve CRM functionality.
f. Training and Development:
- Provide training and guidance to our customer service team to enhance their skills and knowledge.
- Promote a culture of continuous learning and improvement.
g. Documentation and Compliance:
- Maintain accurate records of customer interactions and resolutions.
- Ensure compliance with company policies and regulatory requirements.
h. Team Collaboration:
- Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience.
- Participate in cross-functional teams and projects as needed.
Key Performance Indicators:
• C-SAT Survey.
• Customer growth.
• Customer Retention.
• Product utilization.
• New Customers
• Customers Complaints vs. resolution within 1 working days
• Outbound calls
Job Details
| Posted Date: | 2023-11-12 |
| Job Location: | Kuwait |
| Company Industry: | Retail & Wholesale |
Preferred Candidate
| Gender: | Male |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
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