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
III. Supervising
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).