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CRM Manager Job at Emirates Flight Catering Dubai United Arab Emirates

The successful candidate will deliver process and platform improvements within Salesforce, that ensures the best return from the technology in its enablement of the CRM tool for Business Development, Sales and Marketing at Emirates Flight Catering. 

Key deliverables will be in creating efficiency and effectiveness in CRM, including all marketing and sales initiatives. To also ensure maximum business value is consistently achieved, the job will also be responsible for a well-maintained backlog of prioritised work reflecting the key business drivers of improving operational efficiency and revenue, as well as increased customer engagement. 

Key Accountabilities:

•Accountable for the planning and management of the full Salesforce project implementation lifecycle as the owner. Point of contact for Salesforce within Emirates Flight Catering and managing resources. 
•Champion the product, integrate data from stakeholders, work closely with research and analysis product managers and CRM steering committee to define and manage the Sales force road map. 
•Ownership of the interface with PWC and other content providers and liaise with key stakeholders to ensure Salesforce is being utilized in the best way and ensure the continuity of the operation. 
•Work closely with a matrixed team across various departments (Business Development, Sales, and Marketing & IT) to ensure Salesforce CRM works effectively and deliver an annual program of CRM enhancements. 
•Drive the implementation of the Emirates Flight Catering CRM strategy across all Emirates Flight Catering lines of business so as to encourage customer retention and loyalty. 
•Lead discovery sessions, gather and document business requirements, drive innovative processes and showcase how Salesforce can help in initiatives. 
•Configure and customise the Salesforce instance for Emirates Flight Catering core businesses across both non-airlines and airlines, whilst escalating more technical issues to appropriate contacts. 
•Review all automated processes and ensure all changes are in line with the business goals and linked to business results of both Airline and non-Airline business. 
•Manage the businesses’ day to day customer relations protocols, their refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms. 
•Structure CRM activities with a view on maximizing KPI improvement, ROI and business impact. Contribute by helping define the best suited KPIs as per company strategy. 
•Ensure the development of a customer segmentation strategy along with a database that is segmented effectively for targeted marketing activities. E.g. purchase history, consumer type, consumer behaviour, and demographics. 
•Drive continuous optimization of Salesforce with product recommendations, cross-selling and merchandising opportunities based on segmentation models and desired outcomes. 
•Ownership for quality of data. i.e. Data integrity and data accuracy along with up to date data at all times so the teams can execute. 
•Ensure integration with existing customer management systems and future systems e.g. SAP. 
•Measure and ensure user adoption throughout EKFC along with training users. 
•Perform Customer Journey Mapping by analysing business touch points in order to maximise commercial opportunities. 
•Oversee direct communications with customers through Salesforce CRM. 
•Gather feedback from customers to ensure that customer relations programs are effective and of high quality and standards so as to facilitate execution of successful marketing campaigns enabling consumer loyalty. 
•Conduct post-campaign analytics for the purpose of realizing recommendations for future CRM campaigns. 
•Maintain strong knowledge and understanding of the current and emerging e-commerce strategies, trends and techniques that consistently give the business a lead in customer acquisition within the market. 

Requirements and Competencies 

Education Qualification:
•Bachelor Degree in a Business Administration 

Work Experience:
•6 - 8 years of experience in a relevant field with a minimum of 3 years’ experience in a Product Analyst or Product Owner position and have a strong background in Salesforce as an end user or as a manager of Salesforce projects/similar CRM applications. 
•Commercial or operational background, with a proven track record in managing Salesforce and CRM product development projects. 
•Experience in implementing and managing agile development methodologies, particularly in SalesForce CRM domain. 

•Excellent stakeholder management. 
•Evidence of successfully driving a full end-to-end product lifecycle in an Agile environment. 
•Excellent communication and presentation skills along with a customer-oriented attitude. 
•Excellent analytical skills. 
•Solid background in customer acquisition strategies 
•Knowledge of online marketing methods and best practices 
•An ability to manage marketing projects end-to-end

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