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Title: Customer Relationship Management Specialist

Description:

Customer Relationship Management Specialist

1. PRINCIPLE DUTIES:

  • Planning and delivering CRM strategies and campaigns which deliver incremental revenues, and encourage customer retention and customer loyalty.

  • Develop customer mapping analysing key touch points across booking process and travel journey to maximise commercial opportunities.

  • Work with external agency partners to ensure creative formats and content are tested and response/revenue optimised

  • Monitor and maximise customer lifetime value strategies ensuring maximum profitability.

  • Ensuring the database is segmented effectively for targeted marketing activities.

  • Ensure coordinated planning with social platforms and digital marketing

  • Work closely with broader Marketing team and other key departments to ensure that CRM works effectively for all parts of the business - especially Call Centre, IT and Sales

  • Produce regular performance reports

2. PERSON SPECIFICATION (EXPERIENCE, QUALIFICATIONS,………ETC):

  • Work with Oracle CRM platform ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle

  • At least 3-5 years’ operating at manager level in a service industry – preferably in an airline/travel related business

  • Strong background in customer acquisition, re-engagement and retention strategies.

  • Degree educated with a minimum of a 2.1 in a marketing or related degree.

  • A good written and verbal communicator with collaborative personality.

  • Needs to be a positive self-starter.



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