Specialist - CRM & Loyalty [Information Technology] at Al Khayyat Investments (AKI)

• Job Location Dubai, United Arab Emirates
• Seniority Associate
• Type Full-time

Description

The CRM and Loyalty Solutions Specialist oversees the setup and improvement of Microsoft Dynamics CRM, Salesforce, and Loyalty systems within AKI.

This role requires working closely with various business teams to apply CRM technology effectively, aiming to meet business goals, improve customer service, and boost operational efficiency.

The specialist will use CRM platform tools to develop custom workflows, rules, reports, and data analyses.

By using built-in reporting and analytics features, they ensure that business teams get the necessary information for making smart and effective decisions.

An essential part of this role is a deep understanding of all areas related to selling directly to consumers, particularly focusing on e-commerce, retail, distribution, and contact center operations, along with their related systems.

Key Accountabilities: Subject Matter Expertise in CRM : Act as a CRM expert in projects related to customer relationship management, including tracking contacts, activities, correspondence, issues, and integrating systems for reporting, email communications, etc.

Business Process Evaluation: Assess current business processes against the standard Microsoft Dynamics CRM, Salesforce functionality.

Translate these into functional requirements and designs, understand business needs, document requirements, and conduct Gap Analysis.