Industry: Automobiles
Total Positions: 1
Job Type: Full Time/Permanent
Gender: Male
Salary: 5000USD - 6000USD (Monthly)
Education: Bachelor′s Degree
Experience: 10-20 Years
Location: Muscat, Oman
Skills: • Strong understanding of customer experience management and CRM processes • Experience in customer journey mapping and touchpoint optimization • Analytical mindset with strong reporting and KPI management skills • Knowledge of CRM platforms and database management • Strong cross-functional collaboration and communication skills • Customer-centric and process-driven approach
Posted Date: 27-01-2026
Description:
Role Purpose
The Customer Experience & CRM Manager is responsible for designing, managing, and continuously improving the end-to-end customer experience across all touchpoints. The role oversees CRM systems, customer data, KPIs, and reporting to drive customer satisfaction, loyalty, and business performance through data-driven insights.
Key Responsibilities
- Manage and enhance customer experience strategies across all customer touchpoints.
- Map, analyze, and optimize the customer journey from lead generation to sales and aftersales.
- Ensure consistent and positive customer interactions across digital, showroom, call center, and service channels.
- Manage CRM systems to ensure accurate data capture, segmentation, and utilization.
- Develop and maintain CRM reports and dashboards for management review.
- Define, track, and manage customer experience and CRM KPIs.
- Oversee customer database management, ensuring data accuracy, integrity, and compliance.
- Collaborate with sales, marketing, and aftersales teams to improve customer engagement and retention.
- Identify gaps and implement continuous improvement initiatives based on customer data and insights.
Key Skills & Competencies
- Strong understanding of customer experience management and CRM processes
- Experience in customer journey mapping and touchpoint optimization
- Analytical mindset with strong reporting and KPI management skills
- Knowledge of CRM platforms and database management
- Strong cross-functional collaboration and communication skills
- Customer-centric and process-driven approach