Bin Jamal Recruitment Services

Head Of CRM (BB-6E049)

Found in: Neuvoo Premium AE

Description:

Job Role: Head Of CRM

KeyAccountabilities 

Strategic

  • Participate in the overall process ofmanagement and decision making within the business unit in order tocontribute to the development of the TCI business unitstrategy.

Tactical

  • Establish policies related to customer / client servicingfor the TCI business unit in alignment with the establishedbusiness unit plan and the Company's corporate commercialguidelines.
  • Establish guidelines forcommunication with customers who have upcoming payments to ensureoptimum customer management.
  • Liaise with theTCI Director and Director of Commercial to identify key existingcustomer segments to retain in alignment with the establishedbusiness unit strategy and plan.
  • Ensure allaccount managers have a comprehensive understanding of the TCIbusiness unit products and services to be able to identify furthersales opportunities.
  • Guide and assist keyaccount managers as required on servicing existing clients andidentifying new opportunities to expand relationships.
  • Ensure sell on and cross-sell opportunities to existingcustomers and clients are being explored and utilized wherepossible.
  • Take the lead or step in on existingclient accounts as needed when there is a high degree ofdissatisfaction from the client side.

Operational

  • Oversee and monitor that identified keyaccounts are being managed and serviced appropriately in order toenable retention and to create further salesopportunities.
  • Ensure communication channelsare maintained with the sales team to alert them about anypotential sell on or cross sell opportunities.
  • Ensure corporate commercial guidelines and TCI businessunit policies around client servicing and management are beingcomplied with for all existing customer accounts.
  • Oversee and ensure the turn-around time in responding tocustomer requests is conducted in an effective and timely mannerthat satisfies customers.
  • Ensure customer/client feedback is received and reviewed on a regular basis tounderstand areas with regard to overall service that can beimproved upon.

PeopleManagement

  • Definegoals and key performance indicators for direct reports to ensureeffective application of the Company's performance anddevelopment review process.
  • Direct planningand selection of manpower in the customer relationship managementdepartment, in line with the business and operationalplans.
  • Ensure high level of employeeengagement and capability development by providing on-goingfeedback and coaching team members within the customer relationshipmanagement department.

Product / ProcessImprovement

  • Definethe operating framework, policies and quality standards for thecustomer relationship management department to follow ensuringcompliance with established company policies andprocedures.
  • Proactively evaluate theeffectiveness of processes utilized within the customerrelationship management department, and make and implementimprovements as needed in order to increase efficiency.

**Communication Internal- Frequency TCI General Manager - DailyDirector of Marketing, Dist.& Corp. Affairs - PeriodicallyTCI Distribution Head / Team - Periodically Direct Reports -Daily External -Frequency Key customers - PeriodicallyGovernment Authorities - Periodically 

Qualification andExperience Education andCertification

  • Bachelor's degree in Business Administration;Master's degree preferred.

Experience

  • 8 - 10 years' experience.
  • 3 - 5 years' experience in managerial orsupervisory role in customer relations.
  • Provenexperience in customer relationship management, preferably in theExport Credit / Trade Finance industry with a specialization inTrade Credit Insurance.

calendar_today2 days ago

Similar jobs

location_onAbu Dhabi, United Arab Emirates

work Bin Jamal Recruitment Services

Apply:
I expressly authorise the Terms and Conditions