Synopsis
The CRM and Training Manager is responsible for overseeing customer relationship management strategies and training programs within Etihad Cargo. The role involves enhancing customer satisfaction and loyalty through effective CRM initiatives while developing and implementing training programs for staff to ensure optimal use of CRM tools and strategies.
Accountabilities
Strategy Development:
- Design and implement Training and CRM strategies to improve customer engagement and retention.
- Analyze customer data to identify trends and opportunities for enhancing customer experiences.
- Collaborate with marketing and sales teams to align CRM initiatives with business goals
Training Program Management:
- Develop comprehensive training materials and programs
- Manage the training sessions for stakeholders (Internal and External)
- Evaluate training effectiveness and make necessary adjustments to improve outcomes.
Data Analysis and Reporting:
- Monitor CRM metrics and prepare reports to assess the effectiveness of CRM strategies.
- Use analytics to drive decision-making and improve customer interactions.
- Responsible for Customer satisfaction surveys and metrics.
Collaboration and Communication:
- Work closely with various departments to ensure a cohesive approach to customer relationship management.
Education & Experience
- Educated to Bachelors Degree level in Business Administration, Marketing, or a related field
- 8 years previous experience in a similar role.
- Proven experience in CRM management and employee training
- Strong analytical skills and experience with CRM software (e.g., Salesforce)
- Strong organizational and project management abilities
- Analytical mind set a must.
- Excellent communication and interpersonal skills
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the worlds leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihads codeshare partners, Etihads network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the worlds leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
