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Jeddah, Saudi Arabia
5 Years(B2C environment)
Oct 3, 2019
Jul 3, 2019
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
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