Customer Relations Manager Jobs in Sharjah | Air Arabia Careers

1- Customer Relations Manager
Job: Full Time
Location: Sharjah, UAE

Description:

Lead the overall Customer Relationship Management (CRM) function across the Group with the aim of improving satisfaction, engagement and customer lifetime value.

Responsible for implementing comprehensive and integrated customer satisfaction management solutions that support the entire customer travel lifecycle.

Job Responsibilities:

• Monitors and ensures that operational related KPIs are achieved for customer relation function across the Group. E.g. Average Response Time; Service recovery expenditure etc.
• Provides direction & guidance to the Customer Relations teams in all Hubs for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business.
• Work cross-functionally with other business functions such as Sales, Ground Operations, Contact Center, Customer Experience, Ancillary services etc. for implementation of projects/ initiatives to improve customer satisfaction.
• Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes.

Job Requirements:

• Bachelor degree in Management/Communication or equivalent from a recognized university.
• Capable of using CRM systems and tools; proficient in Microsoft Office.
• 5+ years of related working experience in a similar role in customer relations or customer care in any service industry, preferably in aviation; experience with low-cost airline is a plus.
• Customer care oriented with capability to negotiate and persuade based on given conditions.

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