Job Description

Date Posted: 2009-11-04 Ref. JB1350186

Manager Customer Relations
Alghanim Industries

Job Purpose :
The Manager Customer Relations supports the Department Managers by providing insights to fuel continuous improvement and individualized communication based on quality information through an efficient Customer Relations Management process and implementation strategy.
Key Accountabilities :
Manage and improve Customer Relation Management according to industry best practices and company standards. Setup an infrastructure or process to support Sales, Aftersales and Marketing through Customer Relation Management. Ensure that customers receive one voice throughout the company by developing and implementing the Integrated Customer Communication Calendar. Set up a meeting schedule to interact with Department Managers on a monthly basis to discuss Customer Relation Management performance. Plan, implement, and obtain metrics and customer satisfaction trends; prepare insight reports for Department Managers. Analyze Customer Relation Management performance through various statistical and reporting methods. Ensure communication strategy is defined and implemented effectively and relevantly. Ensure customer insight is obtained using the central database. Develop feedback or complaint procedure for customers to use. Manage customer escalations, customer incidents, and special support events. Training Customer Relation Management team to deliver a high standard of customer service. Plan hiring and training timelines to optimize the delivery of service performance.

Skills

Skills, knowledge & experience required

:
MBA degree from a reputable university.
A minimum of 5 years professional experience in customer service or other service-oriented fields.
Written and oral communication skills in English and Arabic.
Excellent leadership skills to be able to manage self and teams without constant supervision.
Strong interpersonal skills required to develop internal and external relationships.
Ability to del with difficult situations.
Organizational and planning skills to develop Customer Relation Management strategy.
Excellent problem solving skills to develop alternative solutions.
Excellent project management skills to manage own projects and tasks.
Commitment to improving customer satisfaction levels on an ongoing basis.
Ability to define, monitor and improve business processes with an emphasis on efficiency, productivity and quality assurance.

Company Profile

Alghanim Industries has committed to becoming the most successful and admired company in the region.

Our mission and success is founded upon our core principles of quality, service, innovation and integrity. We place a high value on commitment to and investment in the people who contribute to the continued growth, diversification and success of our business. We are:

· A leading trading and industrial conglomerate in the Middle East with more than 30 businesses and a multi-billion turnover, with operations in 40 countries

· The largest and most diversified privately-owned company in Kuwait with more than 20 in-house brands and over 300brand affiliations

· Market leader in almost every major business in each major geography that we operate

· A Company with a long history of success built on the early adoption of globally-proven business practices

· A highly-respected family and brand name

· Employing around 12, 000 employees from more than 45 nationalities

Renowned for our pioneering and dynamic business strategy and management philosophy, we are dedicated to finding, developing and training talented and energetic people who want to grow with us.

We currently operate more than 30 business divisions spanning a broad spectrum of industry sectors (listed below) and head office functions, such as human resources, finance, business development and legal.

Our business units are involved in the following sectors:

· Advertising and media
· Automotive sales and services
· Consumer credit
· Consumer engineering (home automation, air-conditioning and elevators)
· Document management
· FMCG wholesale and distribution
· Insurance
· Manufacturing of industrial goods in building and construction materials and structures
· Projects engineering (building management and electro-mechanical solutions)
· Retailing in building and home construction products/tools
· Retailing in consumer electronics
· Retailing in home furnishings
· Shipping and transportation services
· Travel