Customer Relations Manager

Roles and responsibilities

• The purpose of the Marketing Manager Customer Relations Manager will be responsible for strategic analytics, performance monitoring, activations, and research within the Al-Futtaim Electric Mobility Company marketing organization. The role aims to drive closer brand connection, enable sales growth, uplift and retain customer experience, and create a more efficient and effective marketing organization.
  

What you will do:

• Managing strategic analytics customer relations management and customer insights management.
• Define Customer Lifecycle Management strategy with Al-Futtaim Electric Mobility company by mapping customer lifecycle contact points.
• Exploit customer relationship management (CRM) data to understand customer behavior to identify business opportunities and address business challenges to enable acquisition, retention and conversion.
• Set up a marketing framework, governance for sales and to monitor performance.
• Ensures all marketing activities (sales and after sales) comply with the performance monitoring framework.
• Map data warehouse availability and insights.
• Providing support to marketing around sales lead generation, campaign development and strengthening.
• Define, create and deliver an appropriate multichannel contact strategy that drives awareness, loyalty, retention, conquest for both sales channels and after sales.
• Contribute to growth and quality of customer database.
• Champion customer insights and marketing research.
• Working collaboratively with stakeholders across the wider marketing, sales and retail teams.
  

Required Skills to be successful:

• - Strategic analytics and data management experience.
• - Performance monitoring.
• - Activations.
• - Customer insights and research.
  

About the Team:

• Reporting to the Retail Director and will work closely with the broader internal and external stakeholders.
  

What equips you for the role:

• Bachelor's Degree in Marketing, Communications or Business Administration.
• 6 years of work experience in a multinational marketing environment.
• UAE/GCC experience.
• Experience of working with agencies.
• Experience with executing CRM campaigns, data-driven analytical outlook.
• Proficient with SAP customer relations management and Fastrack.

Desired candidate profile

Customer Experience Management

• Enhancing Customer Experience: Creating and implementing strategies to improve the overall customer experience, ensuring it aligns with the company's values and enhances customer satisfaction.
• Monitoring Customer Feedback: Collecting and analyzing feedback from customers (via surveys, reviews, social media, etc.) to identify pain points and areas for improvement.
• Customer Journey Mapping: Understanding the end-to-end customer journey to identify opportunities to improve touchpoints and streamline processes.

2. Relationship Building and Retention

• Building Long-Term Relationships: Developing strategies to nurture relationships with existing customers, ensuring they remain loyal to the brand or company.
• Customer Loyalty Programs: Designing and overseeing loyalty programs or incentives to reward long-term customers and encourage repeat business.
• Personalized Communication: Using customer data to deliver tailored communication and offers, ensuring customers feel valued and understood.

3. Customer Support and Issue Resolution

• Addressing Customer Concerns: Responding to and resolving customer complaints or concerns in a timely, professional, and effective manner.
• Escalation Management: Handling complex or escalated issues that may require additional attention or intervention from senior management or other departments.
• Customer Advocacy: Acting as an advocate for customers within the organization to ensure their needs are heard and addressed.

4. Collaboration with Internal Teams

• Cross-Department Collaboration: Working closely with sales, marketing, product, and customer service teams to ensure a seamless customer experience and resolution of any issues.
• Training and Support: Training customer service teams or other staff on customer relationship best practices, company policies, and customer service excellence.