Customer Relationship Manager

Job description / Role

Position Purpose:

To, develop , manage and co-ordinate all the customer relationship management tools availed by the company to its customer base in order to develop their own business & to ensure a continued long term relationship between the customer and the company.

Key Accountabilities:

1. To design the customer relationship management projects & activities in alignment with the Sales & marketing strategy for serving all Sayga Customers .
2. To manage all customer relationship activities & services and continuously explore creative approaches & practical solutions to enhance the business relationships
3. To continuously analyze the customers touch points and standardize the services provided across all Sudan.
4. To effectively communicate with internal & external stakeholders to align requirements , efforts and delivery of customer service activities as per the deliverable required .
5. To manage all customer’s profiles, business information, and assist in the development of the customer relationship management database in order to support the company’s product strategies.
6. To prepare the yearly customer service budget in coordination with related Sales & Marketing programs
7. To manage the implications of any change required in the customer service activities & address any impacts that result from customer complaints .
8. To manage the call center operation, loyalty program execution and all event management activities developed to serve & retain customers
9. To ensure appropriate communication media is utilized to reflect to customers the value adding benefits of services offered .
10. To develop the service processes & controls to ensure alignment with the business functions & company systems in relation to data management
11. To motivate , develop & lead the customer relationship team , to achieve all customer service objectives.
12. To maintain good and close relations with customers, conduct frequent researches and survey feedback to help in the development of new products and services.

Specific areas under the management & accountability of the position:

1. Data management: Developing the required processes to acquire customer information including the management of all related resources ( systems & people ) necessary to record, analyze & report information related to the customers business activities & benefits offered by the company as per the requirements of the Sales & marketing.

2. Call Center Management: The development of all related applications to assist in the delivery of standard call center services & customer surveys

3. Loyalty Program execution : The development of the systems required to design appropriate loyalty program tools & its management in accordance to the marketing strategy set for particular programs

4. Event Management : The management of all customer relationship events, engagements and campaigns in liaison with the Sales & marketing teams to support specific business objectives .

Requirements

Minimum Qualifications & experience:

- Minimum of 5 years work experience in managing a customer service unit
- Preferable MBA or any sales or marketing certification

Minimum Skills & Knowledge:

- Good leadership and organization skills with the ability to work cross-functionally
- Excellent interpersonal skills with focus on problem resolution
- Business management experience
- Ability to perform well under tight deadlines in a challenging customer oriented environment.
- Self-directed, result and goal orientated able to work under minimal supervision.
- High level of computer competency in Microsoft packages, Data analysis.
- Excellent knowledge in working with ERP & CRM database systems
- Excellent command of both English & Arabic language.
- Creativity in developing customer service programs is preferable

About the Company

Established in 1951 as a single company under the name Sayer & Colley, the DAL Group has since developed into the largest and most diversified privately-owned group of companies in Sudan.

Founded on strong, clear business principles and an ethical philosophy, the DAL Group today consists of independent companies operating in the consumer, industrial, agricultural and property development sectors, each playing a leading role in its own field. Our business activities currently include :

• manufacturing
• franchise dealership services
• property development
• contracting and services
• sales, marketing and distribution of locally produced and imported brands
• large-scale farming.

DAL has been operational in Dubai since 2005 following the transfer of its London office functions to the United Arab Emirates. With new offices and a warehouse under construction in the Dubai Airport Free Zone, the Dubai Office will play an increasingly important role in procurement, logistics and other services for the Group as well as providing a presence in this important regional centre.