Job Openings Customer Management Solutions Manager

About the job Customer Management Solutions Manager

Key Result Areas:

  1. Deployment of Customer Management Solutions.
  2. Manage Customer Management Solutions' activities and resources.

Duties, Tasks and Responsibilities

  1. Communicate effectively with internal and external stakeholders to evaluate industry and business trends.
  2. Document business requirements to define the architecture and tools of Customer Management Solutions.
  3. Manage relationships with vendors in support of staff augmentation and systems support.
  4. Identify and manage the implementation of CRM solutions new and creative opportunities to enhance customer experience.
  5. Deploy an Enterprise CRM Solutions including the automation of order-to-cash processes across all sales channels to Enhance customer experience and operational efficiency
  6. Manage the implementation of projects for Information Systems CRM solutions to ensure that materials and tools are rolled-out at the appropriate time, based on customer and business needs.
  7. Monitor all customer escalation issues and assist to improve complex processes by recommending solutions.
  8. Analyze customer requirements and ensure resolutions for all issues.
  9. Work closely to customer related departments ex: Customer Experience, Customer Care ext. to align technology with business targets to reach customer satisfaction.
  10. Contribute to the development of Technology Sector strategies to align with the company business strategy.
  11. Manage, motivate, develop and assess Customer Solutions team to improve team members performance level.
  12. Develop, implement, and maintain policies, processes and procedures for effective delivery of services and compliance with regulatory guidance.

Job Requirements:

Education Level

Graduation: B.Sc. Computer Engineering or computer science or equivalent

Years of Experience

From: 8 To 10

A solid understanding of Microsoft CRM solution

A good knowledge of customer behavior & trends.

A solid knowledge of Digital Transformation & Omni Channel concept to drive customer experience

Have the understanding for the used technology

Stakeholder Analysis and Management