Head, Customer Relationship Management

2 weeks ago


Riyadh, Saudi Arabia King Faisal Specialist Hospital and Research Centre Full time

Responsible for theoversight of all the Customer Relationship Management functions, programs, andprovides continuous feedback and coaching to achieve the highest qualitycustomer experience while maintaining service metrics and regulatoryrequirements.

**Essential Responsibilities and Duties**:

- Implements customer service methodologies, procedures and tools pertaining to Customer Relationship Management Department.
- Determines Customer Relationship Management operational strategies by conducting needs assessments, performance reviews, capacity planning, and Cost-benefit analysis. Identifies and evaluates state-of-the-art technologies.
- Defines user requirements, technical specifications, production, productivity, and quality service standards. Contributes information and analysis to organizational strategic plans and reviews.
- Oversees and develops customer relationship systems by developing customer interaction and voice response systems and voice networks. Designs user interface, develops and executes user acceptance and test plans. Plans and controls its implementations.
- Maintains professional and technical knowledge by tracking emerging trend in Customer Relationship operations management. Conducts benchmarking to assess the state-of-the-art in professional societies.
- Prepares and provide periodic reports to Chief of Staff in relation to Customer Relationship Management.
- Responsible for the process of communicating, developing, training, and creating awareness plans for identified customer relationship areas.
- Oversees the revision and implementation of departmental policies, procedures and goals, monitors staff performance and recommends disciplinary actions, as required.
**Education**:
Master’s or Bachelor’s Degree in Business Administration, Management, Communication, Public Relation, or related discipline is required.

**Experience Required**:
Nine (9) years of related experience including four (4) years at a Senior /supervisory position with Master’s, or eleven (11) years of related experience with Bachelor’s Degree is required.

**Other Requirements(Certificates)**:
Saudi National Only



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