Customer Relationship Management Consultant

3 days ago

Muscat, Muscat, Oman ASYAD Group Full time
Customer Relationship Management Consultant

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Group SVP Senior Vice President - People Corporate - ASYAD

JOB PURPOSE:

  • Champion a customer-centric culture, lead the Group-wide Commercial operating model, and oversee CRM processes.
  • Manage Group-wide stakeholders and business matters related to CRM, including updates to operating models and business processes, ensuring effective CRM management across ASYAD Group.
  • Lead the CRM task force to ensure best practices are properly implemented.
  • Manage projects related to CRM systems implementation, development, and updates.

KEY ACCOUNTABILITIES:

Business/operating model, CRM Platform Management:

  • Advocate for a customer-centric culture and the importance of CRM throughout the organization.
  • Design the customer hierarchy and segmentation strategies to ensure revenue and volume tracking across multiple BUs.
  • Support the development of proactive customer strategies through detailed product, service, and churn analysis.
  • Assist the Chief Commercial Officer in optimizing organizational capacity by proposing the ideal CRM structure and resource requirements for sustainable management.
  • Provide training and support on CRM platform usage and best practices.
  • Lead the CRM task force to implement best practices effectively.
  • Oversee the Group-wide Commercial operating model and CRM processes.
  • Develop and update relevant Group Commercial business processes, functions, and SPOs.
  • Periodically update the operating model for Group Commercial.
  • Oversee CRM tools and technologies, ensuring proper implementation and optimization.
  • Maintain, update, and integrate the CRM system with other systems as needed.
  • Assess current SOPs and CRM practices, proposing new SOPs aligned with international standards to enable integrated logistics offerings.
  • Implement new SOPs across commercial functions, integrating them into daily operations.
  • Collaborate with HubSpot and Microsoft Dynamics technical teams on configuration and integration.
  • Lead the migration from multiple CRM platforms to a unified group-wide system.
  • Manage budgets and procurement related to CRM initiatives.

Cross-functional Collaboration:

  • Work closely with marketing, sales, product, and customer service teams across BUs to align CRM strategies with overall business goals.
  • Coordinate with internal and external stakeholders for seamless CRM integration with other processes and systems.
  • Continue to promote a customer-centric culture and CRM importance organization-wide.

Qualifications & Experience:

  • Degree related to the job responsibilities.
  • Minimum of 10 years' experience in relevant commercial activities.
  • Technical, Business, or Marketing degrees with proven technical experience and relevant project management records.
  • Successful project implementation, vendor, and stakeholder management experience, including in corporate functions and BUs.
  • Relevant certifications such as Dynamics 365, HubSpot; recent Dynamics deployment experience preferred.
  • Strong interpersonal and communication skills.
  • Ability to develop insights and identify opportunities in target markets with support from commercial teams.
Seniority level
  • Director
Employment type
  • Contract
Job function
  • Information Technology, Business Development, Marketing
Industries
  • Transportation, Logistics, Supply Chain, Storage
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