Job Purpose

• Manage customer inquiries and complaints to ensure high customer satisfaction.
• Works with both internal and external resources to ensure CRM works effectively throughout Sharjah Coop.
• Ensure all customer data is complete, accurate, up-to-date, consistent, and compliant, with specific responsibility for maintaining and managing customer data to ensure data integrity.
• Establish positive interactions with new and current customers and provide solutions to issues or problems raised by customers

Key Accountabilities

• Assist in developing and implementing CRM strategy and working collaboratively with other marketing teams to increase customer consumption and build brand loyalty.
• Increase CRM utilization through user engagement, develop CRM workflows to support business processes, extract data, and produce tailored reports.
• Maintain CRM contact data records for Sharjah Coop and look for continuous improvement to increase the functionality and accuracy of the data held to meet the business requirements.
• Identify, recommend, and implement quality and efficiency improvements to CRM processes.
• Organize mini surveys to gather deeper customer insights on CRM related topics.
• Identify key trends and factors influencing customer behavior, like consumption and brand loyalty.
• Conduct assessment of CRM programs and promotional activities according to their efficiency and profitability.
• Answer inquiries or redirect them to the concerned departments as per internal policies and procedures to ensure high customer satisfaction.
• Assist in optimizing CRM/marketing activities by defining market sectors and customer selection based on customer profiling and segmentation.
• Participate in exhibitions/meetings to learn about the latest developments in the field of CRM to keep the organization in sync with external developments.
• Follow up on all department deadlines and ensure that concerned stakeholders adhere to delivery and submission dates.
• Maintain periodical reports which provide well-informed information on all CRM activities, problems/potential problems, results of efforts, and recommendations for corrections.
• Conduct continuous research on the up-to-date approaches and techniques, methods, tools to implement best practices in work.
• Perform day to day CRM related activities, including verifying, classifying, computing, posting and recording clients.
• Assist the team members in any other tasks that may arise as required.
• Perform any other tasks assigned by the manager.

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