CRM Team Leader

Company : Ali

Job Type : Full Time

United Arab Emirates

Job Description - CRM Team Leader

Description
Key Responsibilities

Lead, coach, motivate, and develop a team of CRM and call center agents.

Conduct regular performance reviews, one-on-one meetings, and coaching sessions.

Manage attendance, shift schedules, workload distribution, and leave planning.

Foster a positive, collaborative, and high-performance work environment.

Ensure inbound and outbound interactions meet quality, efficiency, and compliance standards.

Monitor live and recorded calls and provide constructive feedback.

Handle customer escalations, service complaints, and warranty-related concerns.

Support the team with complex customer inquiries related to vehicle servicing, repairs, bookings, and parts availability.

Manage VIP and high-priority customer cases to ensure exceptional service.

Monitor and analyze key performance indicators (KPIs), including:

Prepare daily, weekly, and monthly performance reports.

Identify trends, customer concerns, and opportunities for service improvement.

Maintain CRM data integrity, dashboards, reports, and operational documentation.

Collaborate closely with Sales, Service, Parts, Workshops, and IT teams.

Ensure efficient scheduling of vehicle servicing appointments and test drives.

Follow up on repair updates, spare parts availability, and pending customer cases.

Support new product launches, promotions, recalls, and service campaigns.

Identify operational inefficiencies and recommend workflow improvements.

Drive initiatives to improve customer retention and reduce complaints.

Ensure adherence to company policies, customer service standards, and industry best practices.

Maintain call scripts, FAQs, and knowledge base content.

Support automation and digital transformation initiatives within the CRM function.

Qualifications & Experience

Bachelor's Degree in Business Administration, Marketing, Management, or a related field.

Minimum 4 years of relevant experience in CRM, customer service, call center operations, or customer experience management.

Automotive industry experience is highly preferred.

Prior team leadership or supervisory experience is advantageous.

Strong leadership and team management capabilities.

Excellent communication, coaching, and conflict-resolution skills.

Strong analytical and reporting abilities.

Hands-on experience with CRM platforms and call center systems.

Good understanding of customer journey management and service operations.

Basic technical knowledge of automotive products and services.

Computer literate with proficiency in Microsoft Office applications.

Fluency in English is required.

Arabic language skills are an advantage.

Why Join Us?

Be part of a globally recognized automotive brand with ambitious growth plans.

Lead a dynamic customer experience team and make a direct impact on customer satisfaction.

Work in a collaborative and innovative environment focused on continuous improvement.

Opportunities for professional development and career progression.

Competitive salary and comprehensive benefits package.

Play a key role in enhancing the customer journey and strengthening brand loyalty.

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About the Company

Ali

MG British motor brand MG has been around since the 1920s, representing a long and prestigious pedigree in the world of cars. Today, the company has a global presence with an impressive fleet of vehicles for all needs. Inter Emirates Motors, a subsidiary of Ali & Sons Holding started its partnership...

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CRM Team Leader

Job Description - CRM Team Leader

About the Company

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