Customer Relations Manager – 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.