Automotive CRM Manager

Job Title: CX & CR Manager

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 and communication 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 & systems
• 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

Experience & Qualifications

• Bachelors degree in Business, Marketing, or related field
• 8+ years of experience in customer experience & CRM management
• Automotive, retail, or multi-location experience preferred
• Experience managing CRM systems and performance reporting
• Excellent English & Arabic Communication skills (spoken, written, & communicated with)