CRM Supervisor - Automotive
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Key skills for this role
About the Role
Futures Trans Motors is looking for a CRM Supervisor to lead the Customer Relationship Management team. The role involves overseeing customer communications, resolving escalated cases, and driving continuous improvement.
Key Skills for This Role
Responsibilities
- Supervise the daily operations of the CRM/Customer Happiness team
- Ensure all customer inquiries and complaints are handled professionally and within company KPIs
- Manage customer interactions through phone, email, WhatsApp, and CRM systems
- Coordinate with Sales, Service, Finance, and other departments to ensure timely customer updates and issue resolution
- Monitor customer satisfaction and identify opportunities to improve the customer experience
- Investigate escalated complaints and provide effective resolutions
- Prepare daily, weekly, and monthly CRM performance reports
- Develop and maintain customer service SOPs and quality standards
- Coach, train, and motivate CRM Executives to achieve departmental objectives
- Ensure accurate documentation and follow up of all customer cases within the CRM system
Requirements
- Bachelor's degree in Business Administration or a related field
- Minimum 3–5 years of experience in CRM, Customer Service, or Customer Experience, including supervisory responsibilities
- Experience in the automotive industry is highly preferred
- Strong leadership, communication, and problem solving skills
- Experience using CRM platforms such as Zoho Desk, Salesforce, HubSpot, or similar
- Excellent English communication skills; Arabic is an advantage
Full Job Posting
Job Overview
- We are looking for a proactive and customer focused CRM Supervisor to lead our Customer Relationship Management team. The ideal candidate will ensure exceptional customer experiences by overseeing customer communications, resolving escalated cases, monitoring service quality, and driving continuous
Key Responsibilities
- Supervise the daily operations of the CRM/Customer Happiness team.
- Ensure all customer inquiries and complaints are handled professionally and within company KPIs.
- Manage customer interactions through phone, email, WhatsApp, and CRM systems.
- Coordinate with Sales, Service, Finance, and other departments to ensure timely customer updates and issue resolution.
- Monitor customer satisfaction and identify opportunities to improve the customer experience.
- Investigate escalated complaints and provide effective resolutions.
- Prepare daily, weekly, and monthly CRM performance reports.
- Develop and maintain customer service SOPs and quality standards.
- Coach, train, and motivate CRM Executives to achieve departmental objectives.
- Ensure accurate documentation and follow up of all customer cases within the CRM system.
Requirements
- Bachelor's degree in Business Administration or a related field.
- Minimum 3–5 years of experience in CRM, Customer Service, or Customer Experience, including supervisory responsibilities.
- Experience in the automotive industry is highly preferred.
- Strong leadership, communication, and problem solving skills.
- Experience using CRM platforms such as Zoho Desk, Salesforce, HubSpot, or similar.
- Excellent English communication skills; Arabic is an advantage.
- Ability to work in a fast paced environment while maintaining high customer satisfaction standards.
Additional Information
- Pay: AED5,000.00 AED6,000.00 per year
- Work Location: In person
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