Commercial Customer Relations Manager, dnata

Job Purpose: The Commercial Customer Relations Manager will manage dnata`s
Case Management & Customer Success units (Customer Relation Management (CRM))
by implementing best practices policies and procedures within the Contact
Centre and adopting operational performance skillsets and measures to drive
successful customer performance to increase customer satisfaction. Job
Accountabilities Plan - Recommends improvements to CRM standards and
procedures to ensure resource and operational efficiency - Coordinates with
training and development units on an ongoing basis to ensure CRM team is
provided with the required training programs in line with their development
plans - Ensures training programs are delivered to the CRM team, resulting in
demonstrable changes, and feedback is provided on program success - Plans and
develops new processes and ways of working to improve employee satisfaction -
Manages and ensures implementation of the CRM process to enhance efficiency
and customer satisfaction Lead - Manage all aspects of customer airline
relations by proactively identifying and resolving issues relating to airline
customer experience - Lead communication related to customers and coordinate
responses to airline complaints, compliments, and operational issues -
Supervise the activities and work of direct reports by providing formal and
informal feedback to ensure efficiency and in line with the individual's
targets - Manage the performance of direct reports to ensure that performance
is measured against individual targets - Provide coaching and guidance to the
team on any operational and disciplinary issues to minimise shortfalls and
customer inconvenience - Communicate regular reports to all Contact Centre
employees on the financial, service and quality performance of the Contact
Centre against targets Execute - Implement customer service delivery standards
and performance targets (with Quality), and work with each Business Unit to
achieve these targets through business improvement - Manage and monitor the
dnata Customer Relationship Management (dnCRM) application. Ensure accurate
analysis and proper action is taken on customer feedback. Highlight trends and
make recommendations on procedural changes relating to customer care, service
recovery and delivery at executive management meetings so that remedial
efforts can be coordinated and channelized effectively - Conduct monthly
account management meetings with the local Senior Manager and relevant dnAOs
operational departments to address the customer's operational issues. Plan and
implement service recovery tactics, to improve the handling of customer
complaints and service recovery initiatives - Proactively liaise with
Customers to report operational performance, customer complaints, and seek
feedback on service delivery standards/targets, including identifying and
recommending remedial actions to resolve service shortfalls - Work with
Business Units to identify trends and communicate to relevant teams where
changes are required in order to sustain and improve service quality and
standards - Responsible for raising the profile of dnata with customers by
providing transparent quality data and workable solutions to demonstrate a
mutual interest in exceeding customer expectations - Manage the daily
operations for the contact center to ensure a smooth flow of operations
objectives are consistently met - Analyse KPIs (call, email, financial data,
and reports) to determine trends and provide recommendations to optimise the
process - Manage all customer complaints, communications and escalations
making important operational decisions involving processes and resolutions -
Oversees the cases and ensures that the case management processes are reviewed
and amended in Salesforce - Provide monthly, quarterly and annual Performance
reports based on set KPIs (individually and department) and Customer
contracts, indicating trends of key challenges (with Themes and Insights) and
proposed corrective actions to prevent re-occurrences to stakeholders and
Customers via Commercial Managers
Qualifications & Experience: - Bachelor Degree in a scientific field (Science,
Business Administration, Commerce) Or - Diploma in Business Administration /
Aviation Experience - Airport Operations. Other Knowledge/Skills - Bachelor
Degree Holder: ‎5-‎7 years of experience in a related field process
improvement/contact center - Diploma Holder: ‎6-‎8 years of experience in ground
handling/airport operations and customer services - Ability to listen, advise,
counsel, influence and negotiate at all levels - Strong communication and
interpersonal skills - Analytical, able to identify trends and offer solutions
- Advanced understanding of airlines customer service products (specific
airport-related requirements) - Proficient knowledge in aviation terminology -
Proficient Data collection and analysis Skills - Proficient IT and Computer
Literacy Skills - English Language Skills - Advanced Planning and Organizing
Skills - Advanced Communication Skills - Advanced Quality Orientation Skills -
Advanced Budget and Cost Control Knowledge - Advanced Writing Skills -
Advanced Supervisory Skills - Advanced Customer Management Skills - Advanced
Safety Awareness Skills
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.Join our growing team and enjoy a competitive remuneration package,
discounts on flights and hotel stays.