Job Description

JOB DESCRIPTION

The Customer Relationship Manager (CRM) in the retail sector is responsible for developing and maintaining long-term relationships with customers to enhance their shopping experience and ensure high levels of customer satisfaction. This role involves managing customer interactions, addressing queries and complaints, implementing customer loyalty programs, and utilizing customer feedback to improve services and products.

KEY RESPONSIBILITIES

1. Customer Relationship Management

o Build and maintain strong, long-lasting relationships with customers.

o Develop and implement customer retention strategies.

o Manage customer complaints and ensure timely resolution.

2. Customer Interaction

o Act as the primary point of contact for customer inquiries and issues.

o Conduct regular follow-ups with customers to ensure satisfaction and identify areas for improvement.

o Organize and oversee customer engagement activities and events.

3. Customer Feedback and Analysis

o Gather and analyze customer feedback to improve service quality.

o Identify trends and patterns in customer behavior to inform business strategies.

o Prepare and present reports on customer satisfaction and feedback.

4. Loyalty Programs and Promotions

o Develop and manage customer loyalty programs.

o Coordinate promotional activities to enhance customer engagement.

o Track the effectiveness of loyalty programs and suggest improvements.

5. Collaboration and Communication

o Work closely with sales, marketing, and product development teams to align customer relationship strategies with business objectives.

o Communicate customer needs and preferences to internal teams.

o Provide training to staff on customer service best practices.

6. Technology and CRM Systems

o Utilize CRM software to manage customer data and interactions.

o Ensure accurate and up-to-date customer information.

o Leverage CRM data to provide personalized customer experiences.

QUALIFICATIONS

1. Bachelor's degree in business administration, Marketing, or a related field

2. Proven experience in customer relationship management or a similar role, preferably in the retail industry

3. Strong interpersonal and communication skills

4. Proficiency in CRM software and Microsoft Office Suite

5. Excellent problem-solving abilities and attention to detail

6. Ability to work collaboratively in a team environment

7. Strong organizational and multitasking skills

PREFERRED SKILLS

1. Experience with data analysis and reporting

2. Knowledge of retail industry trends and customer behavior

3. Ability to handle high-pressure situations and maintain a customer-centric approach

Job Type: Full-time

Pay: AED3,000.00 - AED8,000.00 per month

Experience:

• Customer Relationship Manager: 2 years (Preferred)