Customer Relationship Management (CRM) Process Officer

Qatar Airways

Doha, Qatar

Ref: GP388-671

Job description / Role

Employment: Full Time

Customer Relationship Management (CRM) Process Officer - Qatar Airways - Doha

As Officer CRM Systems and Processes, you will work within the CRM team to conceptualise, document and implement processes required to ensure a customer focused operation of the Customer Care unit. You will work closely with other service delivery units to ensure that all customer-facing processes across the entire customer journey are customer centric, regularly analysed and continuously improved for service quality with the aim to deliver a 5-star customer experience.

You will be the 1st level support person for the CRM and system users with regards to general usage issues and system administration. You will continuously monitor and evaluate processes of the Customer Care unit for customer feedback management and suggest process improvements with the aim to improve response times and increase staff productivity.

The role reports to Manager Customer Relationship Management (CRM) Systems and Processes.

Requirements

The ideal candidate for this role must have demonstrated experience working with CRM IT Systems. You must have Bachelor's degree or equivalent preferably in Business Technology, Management Information Systems or Applied Computer Science. You must have at least 7 years of job-related experience. Previous experience in managing complex customer service IT system implementation is required. You must have worked with at least one CRM software and have project management experience.

You must have the ability to map CRM processes visually. You must have strong understanding of Customer analytic, Customer Data Management and Customer Profiling Concepts.

You must have solid skills in creating reports, presentations, project management plans and schedules that communicate and track the progress of CM projects to Senior Management level. It is important to have expert understanding of the CM functions in the airline and/or hospitality industry and the system and procedural requirements with regards to Customer Experience.

About the Company

Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.

Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.

Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.

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Public Relations Officer salaries in UAE

Average monthly compensation
AED 7,500

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