Manager Customer Engagement Centre

تفاصيل عن الوظيفة
المجال المهني
الطيران
المجال الوظيفي:
Commercial
مجموع المناصب:
1
نوع الوظيفة:
دوام كامل
مكان العمل:
جدة, المملكة العربية السعودية
الجنس:
غير مهم
المستوى الوظيفي:
موظف مهني
التعليم :
شهادة بكالوريوس
الحد الأدنى من الخبرة:
5 سنوات(B2C environment)
رخصة العمل:
المملكة العربية السعودية
آخر تاريخ للتقديم :
١٠ أبريل ٢٠١٩
تاريخ النشر:
١٠ أكتوبر ٢٠١٨
المهارات المطلوبة
  • Work with Head of Customer Engagement to develop and implement flyadeal’s CRM Strategy
  • Understand the cross-functional impact of the CRM/CEC strategy, supporting the Head of Customer Engagement to optimise efficiencies, with specific focus on digital transformation of all processes
  • Manage the CEC team and out-sourced partner within agreed guidelines and budgets, continually identifying cost efficiencies and process improvements.
  • Develop, implement and manage Customer care processes, including adherence to regulatory requirements
  • Deliver ‘best in class’ processes and procedures for Customer interactions via all available communications channels with a focus on self-service, constantly developing the system and workflows to ensure process integrity, providing approvals without delay and escalating to senior management where necessary
  • Develop and deliver customer service training and product manuals for use across the business
  • Achieve CEC targets with regards to flight and ancillary revenues; continually improving sales skills and processes within the team
  • Provide regular reporting of Customer feedback and ideas to identify potential revenue growth opportunity
  • Provide high quality and accurate reporting to the key areas of the business
  • Provide regular and accurate reports as required by regulatory bodies with regards to Customer care
  • In depth understanding of CEC and CRM technologies and latest industry trends
  • Knowledge of core airline systems and processes
  • Fluent in information technology, cutting edge commercial applications and local market requirements that lead the way not just in aviation but other B2C sectors

المهارات المطلوبة

• Good presentation skills and ability and confidence to present to senior management level
• Good presentation skills and ability and confidence to present to CEO level
• Strong technology focus
• Strong management and leadership skills
• In depth understanding of CRM and Customer Care principles