Responsible for managing and optimizing the company's Customer Relationship Management (CRM) system. This role involves overseeing data management, user administration, and system customization to enhance customer engagement and satisfaction. The CRM Supervisor will collaborate with multiple departments to improve customer journey, handle complaints effectively, and analyze customer data to drive strategic business decisions.
Requirements
- Manage the SIXT’s CRM system, including data management, user management, and system customization.
- Implement complaint handling procedures and ensure that all complaints are handled effectively and efficiently.
- Collaborate with departments such as Marketing, Finance, and Operations to improve customer journey and meet customer expectations.
- Monitor customer feedback and take corrective actions to enhance customer experience.
- Conduct customer surveys to identify areas for improvement and develop strategies to address customer concerns.
- Create customer journey maps to identify touchpoints and opportunities to enhance customer engagement.
- Analyze customer data and provide insights to other departments to support business decisions.
- Stay up to date with industry trends and best practices in CRM and customer experience management.
Skills Required
- Manage the CRM system, including data management, user management, and system customization.
- Implement complaint handling procedures and ensure complaints are handled effectively and efficiently.
- Collaborate with Marketing, Finance, and Operations to improve the customer journey and meet customer expectations.
- Monitor customer feedback and take corrective actions to enhance customer experience.
- Conduct customer surveys to identify improvement areas and develop strategies addressing customer concerns.
- Create customer journey maps to identify touchpoints and opportunities to enhance customer engagement.
- Analyze customer data and provide insights supporting business decisions.
- Stay current with CRM and customer experience management trends and best practices.
What We Do
Abou Ghaly Motors (AGM) is an Egyptian automotive and mobility group founded in 1980. It represents and distributes major vehicle brands, including Mercedes-Benz, Geely and Subaru, while providing automotive sales, preowned-car trading, after-sales maintenance, repairs, spare parts, vehicle rentals, insurance and related financing. Its customer-first mission is to deliver integrated, technology-enabled mobility solutions and high-quality service for individuals and corporations across Egypt.
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