الوصف الوظيفي
Design CRM initiatives that are potentially advantageous to one or more automotive departments and may catalyze sales growth and improve customer satisfaction and retention
Prepare preliminary business case for each CRM initiative by highlighting its alignment with automotive business strategy and potential for creating value through the proposed initiative
Assist senior management in prioritizing and finalizing CRM initiatives by presenting them with cost-benefit analyses and recommendations based on the same
Develop implementation plan and detailed guidelines for CRM initiatives with the aid of the HoD - CRM and seek HoD’s and DGM approvals on these plans
Implement CRM initiatives in close coordination with internal departments and external agencies
Liaise with requisite external agencies to assist in the development of IT-based CRM solutions by providing them details of deliverables required and Al Mulla’s system features
Liaise with in-house IT Department to facilitate system development and software compatibility as may be required
Identify potential strategic tie-ups with organizations for co-branded marketing efforts; support HoD - CRM in negotiating terms and conditions with prospective partners
Analyze existing customer information captured through existing CRM initiatives and present trends of customer segmentation, customer spends, customer retention and changes in customer preferences based on analysis of the same.
Coordinate with IT Department in developing and maintaining a central customer database across all automotive departments
Analyze historical sales data to identify target samples for CRM activities aimed at understanding Al Mulla customer behavior, feedback and develop various alternatives detailing multiple channels and related costs that may be employed to reach the target audience; seek DGM approvals on the same
Design integrated Direct Mailer packages for Vehicle Sales Department employing various channels i.e. direct mails, e-mails, SMS etc. with the support of external agencies
Develop databases of target direct mail recipients chosen based on sales promotion strategy;
Ensure effective distribution of the direct mailer to the identified target audience
Undertake tracking studies to measure effectiveness of direct mailing campaigns
Comply with Quality Standards and Health & Safety procedures affecting self and others
Perform routine activities in accordance with agreed deadlines and standards and discharge any other task assigned by superiors in a timely and effective manner
Assist colleagues and foster an environment of teamwork and collaboration
Contribute to the department’s development by providing timely suggestions and feedback.
Make requisite attempts to handle customer complaints in a prompt and effective manner and as per company policies and practices and escalate cases to his/her superior if required.
Being able to handle, hire, train and coach call center representatives.
Guiding the representatives through difficulties, educating and coaching them to reach full customer’s satisfaction.
Maintain customer accounts
Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Identify and assess customers’ needs to achieve satisfaction
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/team targets and call handling quotas
Plan the team schedules in manner that fulfils the work requirements, targets and KPI’s
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Work with customer service manager to ensure proper customer service is being delivered
Handle changes in policies or renewals
المهارات
Plan, implement and manage Customer Relationship Management (CRM) and direct marketing initiatives for the Automotive Division towards increasing sales and improving customer satisfaction and retention.
تفاصيل الوظيفة
منطقة الوظيفة الكويت, الكويت
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 3 الحد الأقصى: 5
منطقة الإقامة الكويت
الشهادة بكالوريوس/ دبلوم عالي
العمر الحد الأدنى: 26 الحد الأقصى: 45
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/kuwait/jobs/crm-supervisor-mercedes-benz-4126518/
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