Responsibilities

• Collaborate with Sales, Aftersales, and Marketing on recommending and implementing
• outlet improvement plans.
• Management of all contractual relations, including the periodic update and revision of contracts in accordance with business objectives.
• Management of the implementation of the Visual Identity within the retail environment including auditing and follow-up of non-compliances.
• Set monthly and annual plans to develop the level of customer satisfaction and manage customer relationships.
• Managing, monitoring, and analysis of improvements in customer experience within each channel and business unit to maintain “best in class” customer experience & satisfaction.
• Assist in a continuous annual increase in customer retention and customer satisfaction.
• Lead, manage, and supervise all customer relationship communications with the company's clients and the regional office.
• Develop an annual training plan.
• Provide top management with periodic reports on customer satisfaction results and key performance indicators.
• Analyze “customer satisfaction index score” reports and develop the necessary action plan for development.
• Creating and analyzing rejectors reports and generating sales leads.
• Design and implement customer loyalty programs and maintain strong customer
• Manage customer complaints, work as a liaison to resolve them, and prepare related reports.
• Manage customer satisfaction budget allocated to raise and improve the quality of customer service and retention.
• Develop plans to update the customer database and ensure that it matches the highest quality standards.
• Develop techniques to increase the customer database of the company.
• Prepare and develop the annual Business Plan.
• Prepare, analyzes, and estimates the CRM budget for each fiscal year.
• Manage and lead the CRM team and evaluate their performance.
• Motivate the employees of the CRM department.
• Participate in senior management meetings and express opinions.
• Manage the relationship between the CRM team and other departments of the company.
• Transferring and communicating all information about prices, specifications, campaigns, and promotions to customers.
• Managing projects and tasks required of senior management.

Qualifications

• S degree in Business Administration or any related field.
• At least 5 years of relevant experience.
• Effective Communication.
• Outstanding customer service skills.
• Strong interpersonal and active listening skills.
• High reliability in dealing with data
• Strategic thinking and Decisions Making.
• Results orientation.
• Delegation and People Management.
• Ability to identify problems and set practical solutions for them.
• High proficiency in English and Arabic languages (both written and spoken).
• Accuracy and attention to details.
• Demonstrates functional knowledge in the application of computer software and applications required to complete assigned tasks.
• Conflict management skills.
• Professional Email correspondence skills.

Required Skills

• Communication Skills and Dealing with Others
• Leadership and Planning
• CRM
• Interpersonal Skills

Job Details

• Location Amman - Jordan
• Industry Other
• Job Type Full-Time
• Degree Bachelor
• Experience 5 - 7
• Nationality Unspecified