Organisation: Qatar Airways
Job Function: Commercial
Division :Commercial (Division)
Employment Type: Full Time - Permanent
City: Middle East | Qatar | Doha
Last date of application: 27-Sep-2018
Qatar Airways
Welcome
to a world where ambitions fly high
From
experienced pilots to dynamic professionals embarking on new careers, Qatar
Airways is searching for talented individuals to join our award-winning team.
We
take pride in our people—a dynamic and culturally diverse workforce is
essential to why we are one of the finest and fastest growing airlines in the
world.
We
offer competitive compensation and benefit packages.
About your Job:
The Senior Manager Customer Relationship Management is in charge of overall Customer Relationship Management (CRM) strategies and programmes with the aim of improving satisfaction/ referral, engagement and customer lifetime value. In this role, you will create and manage different working groups responsible for gathering Customer Intelligence, defining customer experience and enabling touchpoints to deliver effectively.
You will develop a blueprint for the Qatar Airways’ CRM strategy and get buy-in from all service delivery units to work along the same roadmap. You will also work in close collaboration with the IT team to define requirements and identify the IT infrastructure capable of best supporting seamless engagement, service delivery and recovery at each customer touchpoint.
Specific
accountabilities of the role are:
·
Develops
the CRM strategy for the airline and identify key customer segments; lead
development of customer journey maps and interaction strategies.
·
Develops
the analytical/technical/ system roadmap for implementation of the CRM/
strategy across all service delivery units.
·
Works
cross-functionally to ensure the deployment of highest engagement strategies
across digital and physical touchpoints.
·
Develops
strategies for the execution of cost-effective, revenue-protecting customer
complaint solutions and service recovery actions.
·
Leads
the global teams of Customer Intelligence, Customer segment & journey
management and Customer systems & processes in order to ensure a
coordinated and comprehensive strategy is in place.
About you:
You
hold a Bachelor’s degree with 10 years of job-related experience preferably in
a CRM related field. You have worked in CRM/analytics management role for 5
years and have project management experience. You have good commercial acumen
and an excellent track record of implementing change. You have proven
commercial analytical skills and CRM software knowledge.
You
have good leadership capability to manage and meet development objectives of
your team members as well as creating a high performing and collaborative team
environment. You have exceptional customer relationship management ability. You
have strong decision making and problem solving skills. You have strong
communication skills with the ability to interact/communicate within all levels
of the organisation.
Note: you will be required to attach the following:
1. Resume / CV