CRM Manager / CRM Head

Industry: Automobiles

Total Positions: 1

Job Type: Full Time/Permanent

Gender: Male

Salary: 3000USD - 5000USD (Monthly)

Education: Bachelor′s Degree

Experience: 10-20 Years

Location: Muscat, Oman

Skills: • Strong knowledge of CRM systems (SAP, Salesforce, or equivalent). • Analytical skills with ability to interpret customer data and trends. • Excellent communication, interpersonal, and problem-solving skills. • Ability to lead cross-functional teams and drive customer-focused initiatives. • Fluency in English is required; Arabic knowledge is an advantage. ________________________________________

Posted Date: 24-09-2025

Description:

Job Purpose:

The CRM Manager will be responsible for developing, implementing, and managing the group’s Customer Relationship Management strategy across all automotive brands. The role focuses on enhancing customer satisfaction, retention, and loyalty by ensuring excellent customer experience at all touchpoints, while supporting sales and aftersales teams in achieving business objectives.

Key Responsibilities:

  1. CRM Strategy & Implementation
    • Develop and execute CRM strategies in line with the group’s business goals.
    • Ensure alignment of CRM activities with sales, aftersales, and marketing functions.
    • Manage and optimize CRM systems, tools, and processes.
  2. Customer Engagement & Retention
    • Design and implement customer loyalty and retention programs.
    • Analyze customer data to identify buying patterns, service behaviors, and churn risks.
    • Enhance customer journey mapping to improve touchpoints and experience.
  3. Data Management & Analytics
    • Maintain accurate and up-to-date customer databases across all brands.
    • Generate reports and dashboards on customer interactions, satisfaction, and feedback.
    • Provide insights to management for decision-making on customer-centric initiatives.
  4. Service Quality & Feedback
    • Monitor and evaluate customer feedback through surveys, mystery shopping, and direct interactions.
    • Ensure timely resolution of customer complaints and escalations.
    • Drive continuous improvement in service standards.
  5. Collaboration & Training
    • Work closely with Sales, Aftersales, and Marketing teams to ensure consistent customer experience.
    • Train and guide frontline staff on CRM tools, customer handling, and service excellence.
    • Coordinate with IT for CRM system upgrades and enhancements.
  6. Compliance & Reporting
    • Ensure compliance with data protection and privacy regulations in Oman.
    • Prepare monthly/quarterly reports for the General Manager on CRM activities, customer satisfaction scores, and retention rates.

Qualifications & Skills:

  • Bachelor’s degree in Business Administration, Marketing, or related field (MBA preferred).
  • Minimum 7–10 years of experience in CRM, preferably in the Automotive industry.
  • Strong knowledge of CRM systems (SAP, Salesforce, or equivalent).
  • Analytical skills with ability to interpret customer data and trends.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to lead cross-functional teams and drive customer-focused initiatives.
  • Fluency in English is required; Arabic knowledge is an advantage.

Key Performance Indicators (KPIs):

  • Customer Satisfaction Index (CSI)
  • Net Promoter Score (NPS)
  • Customer Retention & Loyalty Rates
  • CRM System Utilization & Data Accuracy
  • Resolution Time for Customer Complaints
  • Contribution to Sales and Aftersales growth