Job Title: Group CRM Manager

Division: Customer Relationship Management (CRM)

I. Function

• Manage day-to-day client relations, including refinement of protocols, CRM segmentation, and service recommendation programs.
• Oversee key vendor relationships and databases for strategy formulation and execution, asset deliverable management, and multi-channel communications testing.
• Develop models focused on lifetime value, retention, churn, loyalty, and advocacy programs.

II. Reporting to

• General Manager

III. Supervising

• Currently none

IV. Duties and Responsibilities

• Develop ongoing CRM strategies and departmental calendars for continuous testing and optimization to maximize client lifetime value.
• Design and implement CRM campaign management tools to enhance ROI.
• Coordinate direct communications with clients in collaboration with Department Managers.
• Decide on CRM platforms and architecture to ensure seamless client relations across the business.
• Optimize service recommendations and sales opportunities based on segmentation models.
• Assist in implementing online marketing campaigns and cross-platform communications aligned with business goals.
• Conduct client journey mapping and analyze touchpoints to identify commercial opportunities.
• Collaborate with various departments to develop and launch marketing initiatives.
• Work with the IT department to understand CRM data flows and ensure proper functioning of CRM management tools.
• Ensure all data on CRM tools is accurate and address any campaign issues promptly.
• Partner with senior management to develop and instill a customer loyalty vision across departments.
• Build conversion metrics in collaboration with senior management to ensure consistency in client initiatives.
• Directly engage with clients to gather feedback on the effectiveness of CRM programs.
• Conduct post-campaign analytics to inform future CRM strategies.
• Stay informed on current and emerging CRM strategies, trends, and techniques for client acquisition.
• Gather market data and intelligence.
• Perform other duties as assigned by the General Manager.

V. Cooperation and Contact

• Collaborate with Country Managers, Heads of Divisions, company branch colleagues, and clients.

VI. Qualifications

Education and Experience:

• Bachelor’s degree in Business Administration, Marketing, Economics, or Public Relations with 5+ years of relevant experience.

Language Skills:

• Arabic: Read, spoken, and written
• English: Read, spoken, and written
• French: Read, spoken, and written (preferred)

Skills:

• Strong writing and negotiation abilities.
• Excellent communication, interpersonal, teamwork, and customer-centric skills.
• Strong organizational, project management, planning, and analytical skills.

Computer Skills:

• Proficient in internet software, email, MS Office, and preferably familiar with Microsoft Dynamics Navision 2016, Microsoft CRM, and Laboratory Information Management System (LIMS).