CRM Specialist

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.

Accountabilities

Use and analyse findings to identify and deliver automation and CRM improvement opportunities, to improve the customer experience throughout the complaints process

Liaise between Guest Relations, Customer Care and the T&I team to maximize the efficiency of the CRM data and software to improve customer care

Coordinate with Microsoft and the development vendor to ensure we use the tool to its best capabilities and work closely with both MS and T&I on features enhancements

Evaluate existing business systems and processes, recommend improvements, and ensure new digital processes facilitate the current workflow and ensures cost-effectiveness

Automate all Guest Relations performance and Stakeholder reports in CRM

Define the requirements and outcomes in our scope and gain an understanding of the respective customer value

Consider quality attributes (e.g., usability, security, safety), incl. regulatory and legal aspects

Present the business in sprint planning and sprint review meetings with the development team and work with the delivery team to plan delivery and go live

Execute trend scouting, search, and evaluate “innovation ideas” regarding future business potential

Develop and implement a comprehensive plan for the PI planning, considering the needs of the Customer Care team.

Education & Experience

Educated to High School Diploma level

Total 5 years of experiance. At least 3 years of customer service experience gained either in theairline or hospitality industry

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At least 2 years of experience in the role of CRM admin or businessanalyst

Expert in understanding conversation data and analytics reporting

Strong reporting background