Customer Relationship and Communication Manager Lead

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar EMFI Group Qatar Full time 15,000 - 17,000 per year

EMFI Qatar Group is looking for a Customer Relationship and Communication Lead (Bilingual - Arabic & English) for its requirements with the following qualifications:

Qualification:

  • BSc or equivalent degree in media/Communication/relevant faculty from a recognized university
  • 07 years of demonstrated experience in Public Relation and communications
  • Arabic and English Language Fluency essential

Principal Accountabilities:

  • Communications Lead with experience in the management and coordination of customer and stakeholder communications in the infrastructure development sector
  • Lead the Coordination and reporting from Ashghal's Customer Relationship Management System {CRMS) based on a Microsoft dynamics platform. This will include monitoring of performance against defined SLA's and recommending actions for improvement
  • Management and coordination of external communications issued by the Project Affairs Directorate utilising multiple channels including social media platforms
  • Working in consultation with Ashghal' s public relations Dept, ensure the coordination of media communications and briefings issued by the lA Directorate from time to time
  • Develop and manage the introduction of policies, processes and procedures designed to improve the quality of communications with customers, stakeholders, and government agencies
  • Provide advice and support to Departments and Programme Governance Teams on the quality and content of communications
  • Prepare and coordinate internal and external briefing material on the progress and status of Ashghal' s projects and programmes
  • Act as the lead for the preparation of the lA Directorate communications response to emergency incidents and customer complaints including the follow-up of all issues which Exceed the approved SLA times for response
  • Monitor reports and performance data on the quality of customer relationships on an ongoing basis and provide appropriate performance reports for review by the Senior Management team
  • Preparation and updating the Project Affairs customer Relationship Management Plan
  • Understand the problems and challenges of clients and identify ways the business could better address these needs
  • Ensures that customers receive a satisfactory response
  • Ensures timelines and commitments to the customers on a regular basis
  • Works in cooperation with Quality Assurance and Continual Improvement Department on securing and maintaining ISO 9002 certification
  • Support the Project Affairs Senior Management team in other tasks or communications activities as required from time to time
  • Experienced communications professional focusing on customer relationship management in the infrastructure sector.
  • Competencies in all communications channels with specific skills in media communications and customer complaints management
  • Management and coordination of customer relationship performance and communications to best practice standards
  • Ensure consistency in the quality of communications with customers, stakeholders and Government Departments

Interested candidate/s may send their CV to hiringemfi2022 and type the code on the subject as: Customer Relationship and Communication Lead

Job Types: Full-time, Permanent, Contract

Pay: QAR15, QAR17,000.00 per month

Ability to commute/relocate:

  • Doha: Reliably commute or planning to relocate before starting work (Required)

Education:

  • Bachelor's (Required)

Experience:

  • CSR manager: 10 years (Required)

Language:

  • ARABIC (Required)

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