Manager Customer Relationship Management

Oman Air has built up a reputation as a strong, competitive leader in the airline industry. We are committed to recruiting and nurturing bright and dynamic individuals to meet our manpower needs. In the new millennium, our mission is to seek out new ways to develop and improve our position as a leader in aviation excellence.

We believe our people are the reason behind our success and we offer you a once in a lifetime opportunity to work in a team-based customer-oriented environment. Our emphasis is on continual staff development we achieve through the training we impart to our staff members.

Role Objective:

The CRM Manager leads our customer relationship initiatives, manages our CRM systems, and supports cross functional collaboration with internal teams and external partners. The ideal candidate will have a strong background in customer database management, customer lifecycle strategy, and driving customer engagement and satisfaction.

This role requires advanced analytical skills to interpret customer behavior and design predictive, data-driven campaigns—such as next best action and personalization initiatives. A solid technical understanding of CRM platforms is essential for effective campaign execution and system optimization.

Duties and Responsibilities:

Area of responsibility

• Drive the overall CRM strategy aligned with business objectives, focusing on customer acquisition, engagement, retention, and loyalty.

• Manage and optimize the CRM platform (particularly CRIS) to ensure accurate data management, automation, and system performance.

• Maintain and enrich the customer database to enable advanced segmentation and personalized communications.

• Analyse customer behavior and journey data to predict future actions and develop targeted lifecycle campaigns.

• Design and implement personalized, multi-channel CRM campaigns (email, SMS, push notifications) across all stages of the customer journey.

• Collaborate cross-functionally with marketing, IT, customer service, sales, and external partners to ensure seamless integration and execution.

• Develop dashboards and regular reports to measure CRM performance, customer satisfaction, engagement

metrics, and campaign ROI.

• Ensure CRM compliance with data protection and privacy regulations (e.g., GDPR, CCPA).

• Support the development of loyalty and retention strategies through CRM insights.

• Lead CRM system training, documentation, and adoption across relevant teams.

• Perform any other related tasks as assigned by the Management.

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS:

Education & Experience:

• Bachelor's degree in data Analytics, IT, Business or a related field.

• 8 years of experience in CRM strategy, customer engagement, or related roles.

• Proficiency with CRIS or similar enterprise CRM systems (e.g., Salesforce,

HubSpot, Oracle).

• Proven track record in developing and executing CRM strategies.

• Strong analytical and data interpretation skills; ability to translate insights into action.

• Solid technical understanding of CRM platforms, automation tools, and data integration.

• Experience in partner/vendor collaboration and stakeholder management.

• Excellent communication and project management skills.

Special Skills & Knowledge:

• Strong management skills: Self-starter, entrepreneurial mindset with the ability

to provide effective and efficient solutions without comprising on quality and

handle changing environments and priorities

• Customer-centric with capability to negotiate and persuade based on given conditions
• Ability to identify problems and quickly react to situations such as angry

customers, complaints and special requests

• Strong communication skills with presence and excellent communication and

public speaking skills in English
• Ability to work in a fast-paced environment / transformational setting
• Experience working with complex program execution and multiple parallel programmed

• Proficiency in English (must) and Arabic (preferred)