Job description

Purpose of the Job

The CRM Executive is responsible for managing customer relationships through the effective use of the Customer Relationship Management (CRM) system at Aramex. This role focuses on enhancing customer satisfaction, retention, and loyalty by analyzing customer data, facilitating communication, and supporting marketing initiatives.

• Manage and maintain the CRM system, ensuring data accuracy and integrity for customer records.
• Analyze customer data to identify trends, preferences, and opportunities for improving customer engagement and satisfaction.
• Develop and implement customer retention strategies to enhance loyalty and reduce churn rates.
• Collaborate with sales, marketing, and customer service teams to align CRM activities with company goals and initiatives.
• Support the execution of marketing campaigns by segmenting customer data and targeting specific customer groups.
• Monitor customer interactions and feedback to improve service delivery and address potential issues proactively.
• Generate reports and dashboards to track CRM performance metrics, customer trends, and campaign effectiveness.
• Train and support staff in using the CRM system effectively to enhance customer interactions.
• Assist in developing and updating CRM processes and best practices to improve overall customer relationship management.
• Maintain a thorough understanding of Aramex’s services and offerings to provide accurate information to customers.
• Respond to customer inquiries and issues related to their accounts, ensuring prompt resolution and follow-up.
• Participate in cross-functional meetings to share insights and collaborate on customer experience improvement initiatives.

Education:

• Bachelor’s degree in business administration, logistics, marketing, or a related field is preferred.

Experience:

• Minimum of 5-6 years of experience in CRM management, customer service, or marketing, preferably in the logistics or e-commerce industry.
• Experience with CRM software (e.g., Salesforce, HubSpot) is highly desirable.