Head Of Customer Representative and Marketing

الوصف الوظيفي

Job Title: Head of Customer Relations & Marketing Grade:

Div./ Dept./Section: Commercial/ Customer Service Reporting to: Commercial Director

Purpose of the Job:

Head of Customer Relations & Marketing is leading the team in securing revenue from land side operations through securing loyalty of shippers & consignees including freight forwarders. Takes lead at engaging shipping lines local agents/representatives actively to ensure a high degree of satisfaction. Collaborate extensively with internal stakeholders to ensure service levels are being delivered optimally. Promote customer oriented culture across the organization to ensure that we are recognized in the market for having passion to deliver with care – effectively paving the way to be leader in the industry

Supervision/Management of Staff
Number of staff supervised/managed: 5
Number of staff reporting directly: 5
Total: 5
Number of working days: 5

Financial Accountability
OpEx =
CapEx =
Annual Total (SR)
Other=

Key Accountabilities (duties and responsibilities):

· Improves customer service quality results.

· Take ownership of customers’ issues and follow problems through to resolution making quick response a competitive edge

· Develop service procedures, policies and standards making it easy for customers while protecting our exposure optimally

· Keep accurate records and document customer service actions and discussions.

· Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

· Take lead role at developing a culture across the organization – where market intelligence is shared, customer care is embraced and we have burning desire to grow

· Keep ahead of industry’s developments and apply best practices to areas of improvement.

· Adhere to and manage the approved budget.

· Maintain an orderly workflow according to priorities.

· In each of these roles, Customer Relations & Marketing Manager is expected to understand and satisfy their customers’ requirements and exceed their expectations if possible.

· Improve Access & Experience for all our customers.

· Manage customer service requirements for all Import / Export / Cross Trade bookings, documentation & counter requirements.

· Execute efficient processes including policing accordance policies and SOPs

· Manage and drive adherence to standardized processes and tasks

· Work closely with Operations managers to improve on any processes or work flows.

· Ensure team is well accessible to customers & all queries are handled to in an efficient manner, at the earliest. Manage & communicate exceptions to the customers on time.

· Ensure organizational design and competence knowledge to reflect client experience and internal efficiency. Ensure multi-tasking within the team

· Develop talent, organizational motivation, professionalism, affiliation, efficiency including living the values. Empower frontline.

· Key driver for CRM solutions for customers in order to reduce manual work within the customer service team

· Continuously deliver and improve on process measures , result measures KPIs and other targets

· Proactively benchmark service offerings of competitors and similar industries to adjust internal offerings to adhere to vision

General Duties of All Employees

· To comply and adhere to Human Resource policies, procedures, rules and regulations.

· To comply and adhere to Health Safety and Security policies, procedures, rules and regulations.

· To comply and abide by the Company’s Code of Business Conduct & Ethics.

· To comply and adhere to ICT policies, procedures, rules and regulation.

Context of the Job
Internal Contacts:
External Contacts:

المهارات
COMPETENCES REQUIRED
Technical (discipline related):

· Ability to work harmoniously with co-workers

· Ability to work under time pressure

· Physically fit and active

· Proficiency in English, Arabic is a requirement
Interpersonal:

· Customer Service

· Excellent communication skill

· Decision Making

· Help Desk Experience
Supervisory/Management:

· Leadership

· Staffing

· Process Improvement

· Managing Processes

· Tracking Budget Expenses

· Analyzing Information

· Developing Standards

· Emphasizing Excellence

تفاصيل الوظيفة
منطقة الوظيفة حي البلد, جدة , المملكة العربية السعودية
قطاع الشركة الشحن
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني إدارة عليا
عدد سنوات الخبرة الحد الأدنى: 7 الحد الأقصى: 10
منطقة الإقامة المملكة العربية السعودية
الجنس ذكر
الشهادة ماجستير
العمر الحد الأدنى: 30 الحد الأقصى: 44

https://www.bayt.com/ar/saudi-arabia/jobs/head-of-customer-representative-and-marketing-4178958/