VP of CRM
Our client, are one of the leading groups in Dubai with business interests in a variety of industries including Real Estate, Retail & Engineering.
A senior vacancy has arisen for the Vice President of CRM- Customer Relationship Management in the Head Office in Dubai.
The purpose of the role is to drive revenue through improving customer retention and contact, via the use of effective data collection and management.
This is a forward thinking, innovative environment with exacting standards of business excellence, where project management tools such as six sigma are utilised.
This is a role that spans the group at Strategic level, and you will be required to outline how Customer Relationship Management can be aligned to the objectives and strategy of the organization.
Assume responsibility of Budget Requirements.
Improve process flows which allow the organization to communicate with its customers.
Participate with the development of the policies and procedures framework within the CRM department, whilst staying in line with the overall direction of the Group.
Contribute to the development of Key Performance Indicators, for the Customer Relationship Management function.
Allow the organisation to Identify customers and their buying habits and target them appropriately to cross sell. Customer behaviour analysis.
Drive campaigns and follow ROI.
Oversee the call centre staffing levels, and ensure quality of response and customer experience.
Introduce systems and procedures.
Ensure call centre staff are adequately trained and capable.
Assessing the complaints system and improving this if required.
Identify areas for improvement or out sourcing.
Ensure all staff are updated with the companys products and services.
Oversee the segmentation of the customer database.
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.
Introduce Audit systems and methods to ensure staff are informed and accurately inputting customer data.
Oversee online e commerce activities.
Provide leadership & Direction to staff and team members.
Prepare staff evaluation methods.
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
Mackenzie Jones Middle East has decades of HR, Marketing, Finance & Accounting, Sales, Secretarial & Business Support, Management Consulting and Engineering recruitment expertise. Along with a deep understanding of key market sectors and regions, we never forget to treat clients, companies and candidates as individuals who have unique needs.
So we always listen, constantly learn, occasionally challenge and frequently advise. Its all part of a service renowned for its courtesy, consideration and dedication. Based in Dubai since 2006, our office covers the GCC and Levant countries and with the right regional expertise, we are the leading specialists.
Were growing rapidly because people appreciate our honesty, commitment and results.
Areas of specialties we recruit for are: Human Resources, Finance & Accounting, Marketing, Sales, Secretarial & Business Support, Executive Search, Banking & Financial Services, Management Consulting and Engineering.