Lead CRM Analyst

Job description / Role

Lead CRM Analyst - Qatar Airways - Doha

The Lead Customer Relationship Management (CRM) Analyst is responsible for all reporting and analysis needs for the CRM Section as well as supporting other customer service delivery units with CRM and Customer Care Analytic. This covers a variety of reporting formats which includes generation of standard reporting packs on a regular basis, ad-hoc reports and analysis on all aspects of the customer service operations and in-depth analysis for the CRM section and other customer service departments.

The Lead CRM Analyst has to work closely with a variety of departments from Marketing and Customer Research, Field Organisation as well as liaise with all customer service delivery units. Furthermore, it is a key point-of-contact to the Information Technology Department to ensure future reporting needs are met on data capture as well as scalability of reporting system infrastructure.

This role is required to work independently and flag performance issues or unusual changes pro-actively to ensure customer service delivery units can respond accordingly.

The role reports to Manager Customer Relationship Management (CRM) Analysis and Prevention.

Requirements

The ideal candidate for this role must have demonstrated experience working with CRM and/or Customer Service 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 5 years of job-related experience. Previous experience in managing reporting and analysis of complex and/or retail data is essential.

It is important to have expert understanding of the Customer Service Dynamics in the airline and/or hospitality industry and the system and procedural requirements with regards to Customer Experience. Expert skills in Microsoft Excel and Pivot Tables are required.

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.