CRM Lead – Management Contracts

Job description / Role

This is a key role within this Public Sector Division where you will work closely with the Head of Public Relations in the development and implementation of the CRM strategy, initiatives, programs and schemes.

Managing a small team, you will also be the key point of contact for the operations and maintenance functions of two divisions. You will be responsible for alignment of two divisional CRM functions which will also include providing guidance on the development and implementation of a central CRM function and call centre.

You will coach and mentor team members providing daily, weekly and monthly reports in terms of KPIs and other major factors that are related to a CRM and call centre environment.

You will also be updating and following up on department policies and procedures, development of the Customer Charter, Incident Management Plan and Procedures and liaising with relevant internal and external stakeholders.

Requirements

The successful candidate should hold a bachelors Degree in Customer Services Business and Administration and/or Project Management. You should be fluent in English and have a minimum of five years’ experience in the same role, ideally within the Public Works Sector.

You will also have solid senior management experience managing a team and also in directing and managing significant engagements from the clients side preferably within a government agency.

About the Company

The Charterhouse brand and business was launched in Dubai and the Middle East in April 2004 by a team of international recruiters and management consultants, after its inception in Sydney, Australia in September 2003. Charterhouse Middle East is now positioned as the leading regional recruiter within its area of disciplines and functional markets.

Charterhouse offers professional and bespoke contingency and retained search services to all sectors of the market. Service quality is guaranteed, thanks to a particular focus on flexibility. Charterhouse was the first international search and selection business to establish Dubai as its base. The growth in the Middle East region has been mirrored by Charterhouse globally, with offices now in Qatar, Hong Kong, Singapore, Melbourne and Sydney.