CRM Specialist

Synopsis



Pulse CRM is the main tool for Guest Relations to handle guest complaints and interaction, from case creation to paying compensation. The tool is yet to be used to its fullest capacity and capabilities to reduce case AHT and automate case creation and categorization. The CRM Specialist will use business intelligence analysis to drive CRM improvements for Guest Relations and the wider team. Liaising between Guest Relations and the T&I team, the CRM Specialist will use and analyze findings to identify and deliver automation and CRM improvement opportunities, to improve customer experience throughout the complaints process.



Accountabilities

 

• Use and analyse findings to identify and deliver automation and CRM improvement opportunities, to improve the customer experience throughout the complaints process
• Liaise between Guest Relations, Customer Care and the T&I team to maximize the efficiency of the CRM data and software to improve customer care
• Coordinate with Microsoft and the development vendor to ensure we use the tool to its best capabilities and work closely with both MS and T&I on features enhancements
• Evaluate existing business systems and processes, recommend improvements, and ensure new digital processes facilitate the current workflow and ensures cost-effectiveness
• Automate all Guest Relations performance and Stakeholder reports in CRM
• Define the requirements and outcomes in our scope and gain an understanding of the respective customer value
• Consider quality attributes (e.g., usability, security, safety), incl. regulatory and legal aspects
• Present the business in sprint planning and sprint review meetings with the development team and work with the delivery team to plan delivery and go live
• Execute trend scouting, search, and evaluate “innovation ideas” regarding future business potential
• Develop and implement a comprehensive plan for the PI planning, considering the needs of the Customer Care team

• Educated to High School Diploma level
• Total 5 years of experience. At least 3 years of customer service experience gained either in the airline or hospitality industry
• At least 2 years of experience in the role of CRM admin or business analyst
• Expert in understanding conversation data and analytics reporting
• Strong reporting background

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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