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Language : Pусский Название вакансии : QR18557 - Senior Manager Customer Relationship Management| Qatar Airways | Doha
Информация о компании : Qatar Airways
Страна: Qatar
Город: Doha, Qatar
Обязанности: The Senior Manager Customer Relationship Management is in charge of overall Customer Relationship Management (CRM) strategies and programmes with the aim of improving satisfaction/ referral, engagement and customer lifetime value. In this role, you will create and manage different working groups responsible for gathering Customer Intelligence, defining customer experience and enabling touchpoints to deliver effectively. You will develop a blueprint for the Qatar Airways’ CRM strategy and get buy-in from all service delivery units to work along the same roadmap. You will also work in close collaboration with the IT team to define requirements and identify the IT infrastructure capable of best supporting seamless engagement, service delivery and recovery at each customer touchpoint. Specific accountabilities of the role are: * Develops the CRM strategy for the airline and identify key customer segments; lead development of customer journey maps and interaction strategies. * Develops the analytical/technical/ system roadmap for implementation of the CRM/ strategy across all service delivery units. * Works cross-functionally to ensure the deployment of highest engagement strategies across digital and physical touchpoints. * Develops strategies for the execution of cost-effective, revenue-protecting customer complaint solutions and service recovery actions. * Leads the global teams of Customer Intelligence, Customer segment & journey management and Customer systems & processes in order to ensure a coordinated and comprehensive strategy is in place. 
Необходимые требования You hold a Bachelor’s degree with 10 years of job-related experience preferably in a CRM related field. You have worked in CRM/analytics management role for 5 years and have project management experience. You have good commercial acumen and an excellent track record of implementing change. You have proven commercial analytical skills and CRM software knowledge. You have good leadership capability to manage and meet development objectives of your team members as well as creating a high performing and collaborative team environment. You have exceptional customer relationship management ability. You have strong decision making and problem solving skills. You have strong communication skills with the ability to interact/communicate within all levels of the organisation. Notes: 1. Resume / CV
QR18557 - Senior Manager Customer Relationship Management| Qatar Airways | Doha ,
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 Pусский
QR18557 - Senior Manager Customer Relationship Management| Qatar Airways | Doha
management strategy strategies relationship engagement develops analytical journey commercial across roadmap intelligence units identify recovery
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Название вакансии

QR18557 - Senior Manager Customer Relationship Management| Qatar Airways | Doha


Язык для вакансии

English


Информация о вакансии
Тип занятости: Not Specified

Уровень зарплаты: Not Specified

Страна: Qatar

Город: Doha

Обязанности:
The Senior Manager Customer Relationship Management is in charge of overall Customer Relationship Management (CRM) strategies and programmes with the aim of improving satisfaction/ referral, engagement and customer lifetime value. In this role, you will create and manage different working groups responsible for gathering Customer Intelligence, defining customer experience and enabling touchpoints to deliver effectively.
You will develop a blueprint for the Qatar Airways’ CRM strategy and get buy-in from all service delivery units to work along the same roadmap. You will also work in close collaboration with the IT team to define requirements and identify the IT infrastructure capable of best supporting seamless engagement, service delivery and recovery at each customer touchpoint.

Specific accountabilities of the role are:

* Develops the CRM strategy for the airline and identify key customer segments; lead development of customer journey maps and interaction strategies.
* Develops the analytical/technical/ system roadmap for implementation of the CRM/ strategy across all service delivery units.
* Works cross-functionally to ensure the deployment of highest engagement strategies across digital and physical touchpoints.
* Develops strategies for the execution of cost-effective, revenue-protecting customer complaint solutions and service recovery actions.
* Leads the global teams of Customer Intelligence, Customer segment & journey management and Customer systems & processes in order to ensure a coordinated and comprehensive strategy is in place. 

Необходимые требования
You hold a Bachelor’s degree with 10 years of job-related experience preferably in a CRM related field. You have worked in CRM/analytics management role for 5 years and have project management experience. You have good commercial acumen and an excellent track record of implementing change. You have proven commercial analytical skills and CRM software knowledge.

You have good leadership capability to manage and meet development objectives of your team members as well as creating a high performing and collaborative team environment. You have exceptional customer relationship management ability. You have strong decision making and problem solving skills. You have strong communication skills with the ability to interact/communicate within all levels of the organisation.

Notes:

1. Resume / CV


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Рекрутер Логотип компании

Qatar Airways
Информация о компании
Название компании: Контактное лицо:
Qatar Airways Not Specified
Адрес: Страна:
P.O.Box 22550 Doha, Qatar, Qatar
Телефон Факс:
-скрытый- -скрытый-
Веб-страница: электронный адрес:
http://www.qatarairways.com -скрытый-


Вступление
About Qatar Airways
As the Middle East’s only 5-star airline and one of the world’s fastest growing carriers, Qatar Airways is dedicated to excellence in safety and customer service in the air and on the ground. We apply this same philosophy to our people, providing diverse career opportunities and continual development.
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