Air Arabia
Job Summary:
Lead and implement the Group-wide Customer Relationship Management (CRM) strategy to enhance satisfaction, engagement, and lifetime value across the customer journey. Oversee complaint resolution, service recovery, and cross-functional CRM initiatives to support overall business goals.
Key Responsibilities:
- Develop and execute a cost-effective, integrated CRM strategy across all business units.
- Collaborate with Sales, Operations, Contact Center, Customer Experience, and Ancillary Services to enhance satisfaction.
- Standardize complaint handling, waivers, revalidations, and refunds across the Group.
- Guide CRM teams in all hubs, ensuring effective resolution and service recovery.
- Analyze customer data and trends to recommend actionable improvements.
- Oversee performance KPIs (e.g., response time, recovery cost) and ensure targets are met.
- Work with IT to define infrastructure needs for seamless customer service.
- Lead, mentor, and develop Customer Relations teams across regions.
- Foster a performance-driven, collaborative team culture.
Qualifications:
Bachelor’s degree in Management, Communications, or a related field.
Experience:
- 7+ years in CRM/customer relations within aviation, with at least 2 years in a managerial role.
- Strong experience in stakeholder management, service recovery, and cross-functional leadership.
Join us to shape a high-impact CRM strategy that delivers measurable results and enhances the entire customer journey.
To apply for this job please visit careers.airarabia.com.
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