Customer Relation Management Specialist

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Date: 11 Jul 2024

Location: Jeddah, SA

Company: Abdul Latif Jameel Company Limited

Abdul Latif Jameel comprises diversified businesses with deep roots in the Middle East, North Africa, and Turkey (MENAT region). Strong networks and long-established relationships make us a powerful partner, opening doors for those who want to do business in the region.

Our businesses represent some of the world’s leading brands, earning us their trust and building long-lasting and mutually beneficial relationships. Our commitment to anticipate and support our partners’ needs has driven our success.

From our modest beginnings 75 years ago as a small trading business and then a Toyota distributorship in Jeddah, Saudi Arabia, we have established an extensive operations infrastructure, built the largest vehicle distribution network in Saudi Arabia, and, along the way, we have accumulated comprehensive automotive expertise throughout the region.

Applying our vast experience in the automotive sector, we’ve used our expertise and operations infrastructure to diversify into new sectors that contribute to the ‘infrastructure of life’ in the MENAT region.

Financial Job Dimensions

Degree of supervision

Close supervision over operational activities

Level of Authority

Low authority over daily functional operation

Purpose of the Job

Filter, qualify, and assign leads from different sources (ALJR website, Motory, Telesales, etc.) to the concerned centers, and follow up on the leads from the opening to the closing stage

Key Accountabilities: Description

Contact prospects to qualify leads.

Updating the lead status in JSAP

Provide a tracking report to each center detailing the status of the generated leads

Key Accountabilities: Performance Indicators

100% completion

100% update

% of converted leads to sales.

Major Activities

Data Analysis: using the UCD leads database to support the decision-making for supply and demand of vehicles, traffic management, marketing campaign, NPS improvement, customer feedback.

CRM: convince customers and establish a relationship. Likewise, gather the correct customer information during a conversation when making an appointment.

Leads Management: contact and qualify leads through phone calls, emails, and other communication methods.

UCD Sales: assist the sales team in managing sales conversions, walk in leads or follow up calls.

UCD Marketing: support marketing by raising awareness of current campaigns.

Reporting: Submit reports on the sales lead journey and status of each generated lead, identifying active and non-active sources.

Job Context

  • The job has indirect impact over sales achievement.
  • The job has a direct impact over customer satisfaction.  
  • The job has a direct impact on ensuring leads close and converting them into sales.
  • The job holder has direct impact over managing retention, sales, customer behavior

Framework, Boundaries & Decision Making Authority

  • The job holder has the freedom to update, review and develop the action plan that is related to the strategic goals of UCD.
  • The job holder has the authority to approve/decline a vendor proposal based on the management decision.

Organizational / Functional Strategic Focus

  • The job holder has a crucial strategic role in sourcing new business opportunities.
  • The job has a crucial supporting role in ensuring that all new entries in the database are accurate.

Minimum Qualifications

Diploma in related majors: Management, Marketing

Minimum Experience

1 to 2 years of experience in a similar role.

Job-Specific Skills

Communication, Organizational, Analytical, Collaboration, Administrative Software, Systems (SAP)

Languages

Very good in English, and Arabic preferred

Special Certifications / Membership

Competencies

Adaptability (Individual Contributor)
Collaboration (Individual Contributor)
Development of Self & Others (Individual Contributor)
Guest First (Individual Contributor)
Innovation (Individual Contributor)
Problem Solving (Individual Contributor)

Why Work for Us?

With a truly international footprint and more than three quarters of a century of commercial success behind us, we are today, not only a leading employer across the Middle East, North Africa and Turkey (MENAT) region, but also offer exciting opportunities worldwide, from Chile to Japan, from the UK to Australia.

Our values guide the way we work with our business partners, within our communities, and with each other.  

Through Respect, Innovation, a Pioneering Spirit, and Empowerment, we are proud of our culture which sees ideas blossom, people thrive and successes flourish.

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