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

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Qatar Airways

Welcome to a world where ambitions fly high

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About your Job:

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. 
About you:

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.

Note: you will be required to attach the following:
1. Resume / CV

24 May 2019
Location: Qatar Doha
Work type:
Full time
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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