VP – Customer Relationship Management – Retail
VP - Customer Relationship Management - Retail. AED 50 - 55,000
Our Client is a leading retail group representing leading international brands across numerous industries.
They currently seek to appoint a Head of CRM to join their Dubai operations to oversee all aspects of the CRM function.
To actively contribute to driving Group revenues through improving customer retention, sales per customer and enhancing cross selling.
Develop the Quality and Excellence department’s strategy, in coordination with other management positions and the VP of the department, by outlining how Customer Relationship Management can be aligned to the objectives and strategy of the organization.
Develop the strategy and processes that allow the Group to effectively manage its relationship with its customers, improving the customer experience and overall retention, and allowing the Group to meet its objectives and targets.
Participate in the development of the policies and procedures framework that will allow the function to effectively meet its objectives and targets, in line with the overall strategy and direction of the Group.
Contribute in the development of Key Performance Indicators, for the Customer Relationship Management function.
Review the budget requirements of the Customer Relationship Management function, and accordingly participate in the development of the budget of the Quality and Excellence department.
Loyalty Program Management
Drive number of customers enrolled into the groups loyalty program and ensure customer data stored on the program is maintained on periodic basis complete and up to date,
Allow the group to identify individual customer segments, buying patterns and preferences through the loyalty program by analyzing, understanding their behavior and trends, and recommending specific initiatives.
Drive campaigns aimed at loyalty customers to drive revenues.
Provide continued reporting and communication to the Business Units and to the Group management to help drive business decisions.
Call Center Management
Oversee the call centre staffing levels to ensure minimal waiting times for calls.
Monitor the operations of the call center, identify new areas of the services to be provided through the call center, keep track of customer complaints logging and their resolutions through the call centers to ensure effective utilization of the call center investment.
Review and approve proposals to upgrade call center technology and equipment in line with leading practices and technological advancements.
Oversee the identification of a multi-tier support system that allows for efficient tackling of client inquiries based on the level of assistance required.
Ensure that call center staff are receiving adequate training and are capable of answering the variety of queries that may arise in addition to the highest level of customer service; and ensuring complaints are followed up with the appropriate departments/individuals, and provide update of complaint resolution to the customer.
Identify areas and responsibilities to outsource to call center to leverage greater efficiency without compromising on service delivery and take necessary action as and when required.
Ensure Customer Service Representatives are continually up to date of the group’s stores, products and offerings in order to provide accurate and timely information to customers.
Customer Analytics Management
Direct the gathering of customer data through loyalty programs, surveys, and other methods to allow for an effective base from which to make informed and accurate decisions.
Drive the application of new technology and equipment in the establishment of detailed profiles of customers and their buying behavior, and the gathering of data to assist the Group in achieving a sustainable competitive advantage.
Oversee the segmentation of the Group customer base and the development of customer profiling methods, based on gathered data, to allow for the establishment of initiatives for the improvement of the overall customer experience.
Ensure the effective utilization of data mining and analysis techniques in the forecasting of buying habits and preferences.
Quality Control Management
Identify and deploy tools to improve customer service quality and conduct service quality audits by developing suitable checklists, questionnaires, visiting stores and preparing audit reports with recommendations on ways of improvement
Ensure that the quality management function and employed mystery shoppers assess a variety of different aspects important to successful operations including store layout, displays and signage, cleanliness, employee friendliness and honesty, customer service, and time waiting in queues.
Direct the utilization of Mystery Shoppers in assessing retail stores, the Group call center, and the website, identifying areas that require improvement and possible training requirements.
Explore opportunities to make use of Mystery Shoppers in assessing competitors; comparing aspects of their service delivery to identify possible areas for improvement.
Online Shopping Management
Manage the development of a Group online selling strategy that identifies the optimum product mix for online sales, communicates relevant and useful information to customers, and considers the use of social networking sites in the promotion of group products and services and seek approval from the SVP of Quality and Excellence and the Chairman of the Group.
Lead the development, implementation, and testing of a Group online shopping website that effectively meet the needs of consumers, provides useful information, and is well-organized.
Oversee all online marketing and ecommerce activities of the Group to ensure it is in line with the objectives and strategy of the Group and coordinate system rollout at the Business Units with Corporate IT.
Review online shopping content and offered products to ensure alignment with business requirements, identifying possible improvements.
Provide leadership and direction to subordinates towards the achievement of goals and objectives.
Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher level roles.
Prepare performance evaluation and appraisal reports of direct reports to assess subordinates productivity and progress, and identify training needs of team members to improve efficiency and ensure conformity with standard procedures and practices.
Communicate any organizational changes and mitigate risks through effective change management.
EDUCATION, EXPERIENCE, FUNCTIONAL SKILLS AND KNOWLEDGE
Graduate or Post Graduate Degree, preferably in the field of Business Administration.
Minimum 10 to 15 years experience, with at least 5 years experience in a Management role.
Proven understanding and experience in implementing loyalty programs and the management of client databases.
Functional Skills & Specific Knowledge
Proficient in English language, Arabic would be an advantage.
Strong business acumen and ability to apply business knowledge.
Should have good organizational and planning abilities including the ability to deal with/work under pressure and tight deadlines.
Should be able to communicate effectively and have excellent negotiation skills.
Should be able to lead, develop and motivate teams.
Should have excellent presentation skills.
Should demonstrate initiative and have the ability to build and drive performing teams.
Should have strong influencing skills.
About the Company
About the Company
Edge Resourcing was established in the United Arab Emirates in 2008. We have taken care in our growth and have kept our corporate values throughout.
Edge Resourcing is led by a specialist team of Recruitment Consultants, each of whom have experience of working in and a sound knowledge of the local market place. We have gradually expanded our horizons and now offer specialist services within the Middle East Retail sector. Our aim is to provide a thorough and honest service to both our candidates and clients, making sure that we only take on work which we feel we can service to the correct level of satisfaction required.
We currently offer professional and tailored contingency and retained search services to the following specialist sectors of the market:
Accountancy and Finance
Sales and Marketing
Our aim is to continue to position ourselves in the market as one of the most consistent and successful suppliers of manpower. We strive to make things happen and make a difference to your business and career. Success isn’t just about putting people into jobs, but about giving you an honest, personal service. Whether you are a client or a candidate, our aim is to find out exactly what it is that you are looking for, rather than push you to settle for your second choice.