CRM and Training Manager

Etihad Airways

Abu Dhabi, UAE

Ref: KP902-703

Job description / Role

Employment: Full Time

Synopsis

The CRM and Training Manager is responsible for overseeing customer relationship management strategies and training programs within Etihad Cargo. The role involves enhancing customer satisfaction and loyalty through effective CRM initiatives while developing and implementing training programs for staff to ensure optimal use of CRM tools and strategies.

Accountabilities

Strategy Development:
- Design and implement Training and CRM strategies to improve customer engagement and retention.
- Analyze customer data to identify trends and opportunities for enhancing customer experiences.
- Collaborate with marketing and sales teams to align CRM initiatives with business goals

Training Program Management:
- Develop comprehensive training materials and programs
- Manage the training sessions for stakeholders (Internal and External)
- Evaluate training effectiveness and make necessary adjustments to improve outcomes.

Data Analysis and Reporting:
- Monitor CRM metrics and prepare reports to assess the effectiveness of CRM strategies.
- Use analytics to drive decision-making and improve customer interactions.
- Responsible for Customer satisfaction surveys and metrics.

Collaboration and Communication:
- Work closely with various departments to ensure a cohesive approach to customer relationship management.

Requirements:

- Educated to Bachelor's Degree level in Business Administration, Marketing, or a related field
- 8 years previous experience in a similar role.
- Proven experience in CRM management and employee training
- Strong analytical skills and experience with CRM software (e.g., Salesforce)
- Strong organizational and project management abilities
- Analytical mind set a must.
- Excellent communication and interpersonal skills

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world's leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.

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