Job description
Role Overview
CRM Supervisor at Ali & Sons Motors, a Porsche distributor based in the UAE.
Company Overview
Ali & Sons works with prestigious automotive brands globally recognized for quality, reliability and sophistication. The company is the sole distribution agent in the UAE for many of its automotive clients. The organization provides customers with high-tech showrooms, world-leading after-sales support and comprehensive guidance through every stage of the buying process.
Role Purpose
Lead and develop CRM and Call Centre activities to ensure customer data, campaigns, communications and customer journeys are effectively managed and aligned with commercial and customer experience objectives. Combine CRM strategy, analytics, campaign management and team leadership to strengthen customer engagement, loyalty and retention.
Key Responsibilities
CRM Strategy & Development
- Support the development and implementation of the CRM strategy in line with commercial, marketing, sales and customer experience objectives.
Team Leadership
- Lead and supervise the CRM and Call Centre team, ensuring strong performance, productivity and continuous development.
Data Management
- Ensure the accuracy, integrity, security and effective management of customer data within the CRM system.
Campaign & Customer Engagement
- Develop meaningful customer segmentation and personalized communications to support cross-selling, upselling, retention, reactivation and loyalty initiatives.
- Drive initiatives that enhance customer satisfaction, engagement, loyalty and retention.
Platform & Process Management
- Manage the day-to-day utilization and effectiveness of the CRM platform and identify opportunities for automation, integration and process improvement.
- Continuously improve CRM processes, workflows and quality controls to increase efficiency and reduce manual activities.
Performance & Reporting
- Establish and monitor CRM KPIs and performance metrics, including customer engagement, conversion, retention, churn, repeat purchase, campaign ROI, customer lifetime value and database growth.
- Provide actionable insights and regular performance reports to support business and customer experience decisions.
Stakeholder Management
- Work closely with Marketing, Sales, Digital, E-commerce, Customer Experience, IT and other key stakeholders to deliver integrated customer initiatives.
Qualifications & Experience
- University degree or equivalent relevant experience.
- Minimum 2 years of experience in a similar CRM or customer-focused supervisory role.
- Experience managing or supervising CRM and/or Call Centre teams.
- Strong understanding of customer data management, segmentation, CRM campaigns and customer journeys.
Skills & Competencies
- Data-driven mindset with strong analytical and problem-solving skills.
- Ability to identify opportunities for process improvement and automation.
- Strong communication, leadership and stakeholder management skills.
- Fluency in both Arabic and English is essential.