Customer Relationship Management (CRM) Specialist - Senior Supervisor
Roads & Transport Authority (RTA)
مجموع سنوات الخبرة :23 years, 1 أشهر
-Plan and deliver the contact strategy, spanning all communication channels and segments.
-Implement and evolve segmentation of the prospect database to ensure relevancy and impact of communications.
- Develop and implement strategies to collect and augment data to deliver better targeting and relevance.
- Be the guardian of the data; ensure compliance with data policies and enforce contact preferences.
-Opportunity analysis for establishing greater guest relationships
-Increase guest engagement with the brand, new prospects and improve retention from existing customer segments.
-Encourage retention and reactivation using customer segmentation strategies.
-Maintain the high technical standards for key measures, such as accessibility.
-Manage all tactical and promotional activity, liaising with the internal stakeholders and creative agencies to deliver marketing campaigns.
-Generating and analyzing the monthly and quarterly reports of all the RTA agencies and Sectors and presenting them to the CEOs and the chairman office.
-Evaluating the customer service department operations, processes, KPIS, SLAs, OLAs for accuracy, effectiveness for the DGEP
-Preparing RTA to fulfill the requirements of Dubai Government Excellence Program, which includes preparing reports of results criteria aligned with comprehensive analytical and professional reports. In addition to preparing the submitted RTA application and documents of enablers criteria.
- Leading corporate excellence assessment programs to examine RTA performance in line with the DGEP requirements and using the RADAR assessment methodology. This entails conducting the assessment sessions, preparing inclusive reports of findings, and follows up on implementation of corrective actions. Based on findings and ensure effective closure.
-Defining corporate areas for improvement to ensure RTA sustained alignment with DGEP requirements, and provide the necessary consultation on implementing these requirements for the related central departments.
-Developing the Corporate Improvement System for RTA processes and services. This entails setting mechanisms for selecting and prioritizing improvement opportunities at the corporate and departmental levels, defining improvement goals and targets, setting action plans, measuring the outcomes and assess the impact on overall corporate performance.
-Participate in setting RTA Corporate Improvement Strategy and implementing strategic improvement projects in line with the requirements of Dubai Model for Improving Governmental Services.
- Participating in Calibration Sessions with Quality Leadership Staff.
- Demonstrating Proficiency with Respect to the Clients Specific Process.
- Maintaining Strategic programs while Process Monitoring.
- Ensuring customer care quality practices to the RTA customers.
- Coordinating with concerned persons and departments to increase public awareness about RTA suggestions scheme.
- Analyzing Raw Data provided by Customer Care section for various System Processes Operations, Extract Trends, Results, and cross tabulation for various attributes..
-Transferring the best practices in customer service and customer experience to RTA managers & staff.
- Monitoring all reports requirements & maintaining records which concern the customer care-related data.
-Settings the tasks and objectives for the project teams.
-Analyzing statistical data and reports to identify causes of project control and developing and implementing the recommendations for Improvement.
-Providing professional advices, guidance and giving the recommendations on all aspects.
- Updating the customer relationship management (CRM) classifications.
- Participating in updating the complaints and suggestions methodology and references.
-Performing other related duties and responsibilities associated with the position with more flexibility.
• Deputy Director for the regulatory department on occasional basis.
• Setup the procedures for handling customer complaints and following up with different departments to prepare proper replies for any inquiries or complaints.
• Contribute in the preparation of executive work plans to achieve the commission's strategy & objectives.
• Supervise the subordinates to assure that the section activities are carried out according to the set plans.
• Set & develop instructions for organizing the section's work and developing the subordinates' performance.
• Identify work related problems & subordinates' problems to secure a positive work environment.
• Prepare periodic & non-periodic reports related to the section's performance.
• Train new subordinates on the section's activities & work and evaluating the Subordinates' performance.
• Maintain and develop good relationships with customers.
• Assist in promotional activities.
• Support the CIS sales manager with operational information, with the sales.
• Develop the business process mapping for Customer Service Department .
• Monitor the Progress & complaints tracking.
Master Degree in Computer Science Engineering Specialized in computer system and networks