CRM Specialist
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Key skills for this role
About the Role
Etihad Airways seeks a CRM Specialist to drive improvements in the Pulse CRM tool for Guest Relations.
Key Skills for This Role
Responsibilities
- Use business intelligence analysis to drive CRM improvements for Guest Relations and the wider team
- Liaise between Guest Relations and the T&I team to identify and deliver automation and CRM improvement opportunities
- Analyze findings to improve customer experience throughout the complaints process
Requirements
- Experience with CRM tools, preferably Pulse CRM
- Business intelligence analysis skills
- Ability to identify and deliver automation and CRM improvement opportunities
- Experience liaising between business and technical teams
Full Job Posting
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.
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