Costumer Relation Management Officer

United Al Saqer Group

Job Description

Performance Plus Motors

Performance Plus Motors is a subsidiary of Abu Dhabi Motors, established in 2021 to drive innovation in the UAE s mobility sector. We specialize in new passenger vehicle trading, motorcycles, electric bicycles, and Trike scooters, alongside full-service maintenance and repair solutions. With a focus on sustainability and cutting-edge technology, we proudly represent Zero Motorcycles and VOYAH two leading brands in the electric mobility space. We are committed to delivering personalized service, quality vehicles, and smart transportation solutions across the region.

Job Summary

The CRM Officer is responsible for managing customer relationship activities and CRM systems to enhance customer satisfaction, retention, and loyalty. The CRM Officer supports marketing and sales operations by analyzing customer data, handling feedback, and coordinating engagement initiatives across the customer lifecycle.

Area Of Responsibility & Brief Description Of Activities

CRM System Management

• Maintain and update customer data within the CRM platform (e.g., Salesforce, Autolines, or other dealership systems).
• Ensure data accuracy and segmentation for targeted marketing and communication campaigns.
  
  

Inbound and Outbound Call Handling

• Manage high volumes of inbound calls from customers related to inquiries, appointments, service updates, and general support.
• Conduct outbound calls to follow up on customer service, gather feedback, confirm bookings, and inform clients of promotions or service reminders.
  
  

Customer Interaction & Retention

• Manage customer communication before and after sales or service visits.
• Follow up with customers for feedback, satisfaction surveys, appointment reminders, and loyalty programs.
  
  

Reporting & Analysis

• Generate CRM reports, customer activity dashboards, and performance KPIs for management.
• Analyze customer trends, behavior, and preferences to support marketing strategies.
  
  

Campaign Support

• Coordinate with the marketing team to launch email, SMS, and digital campaigns targeting new and existing customers.
• Monitor campaign performance and contribute to improvements.
  
  

Complaint Handling & Escalation

• Record and track customer complaints or concerns, ensuring timely resolution or escalation.
• Support the service or sales teams in improving customer satisfaction based on feedback.
  
  

Cross-functional Coordination

• Liaise with sales, service, and after-sales departments to align CRM activities with business goals.
• Provide training or assistance to staff on CRM system usage as needed.
  
  

Job requirements

To be a successful Customer Relation Management (CRM) Officer, you should possess strong communication skills, a customer-focused mindset, and the ability to manage CRM platforms and data effectively in a fast-paced environment.

To succeed in this role, you should have the following qualifications and skills:

Qualifications & Certifications & Experience (mandatory & Preferred)

Bachelor s degree in marketing, business administration, information systems, or a related field.

• 2 4 years of experience in CRM, customer service, or marketing support roles; experience in the automotive industry is preferred.
• Familiarity with customer journey mapping and automotive sales/service processes is an advantage.
  
  

Technical Skills

SKILLS & COMPETENCIES (Technical, Behavioral, and Soft)

• Proficiency in CRM systems (e.g., Salesforce, AutoLine, SAP CRM).
• Strong knowledge of Microsoft Excel and reporting tools.
• Understanding of customer engagement strategies and sales cycle data.
• Basic knowledge of data analysis and reporting metrics.
  
  

Behavioral Skills & Competencies

• Customer Focus Understands customer needs and ensures high levels of service and satisfaction.
• Accountability & Ownership Takes responsibility for managing data and delivering timely reports and insights.
• Agility & Adaptability Quickly adjusts to changes in customer behavior or internal tools and processes.
• Collaboration & Influence Communicates effectively across departments and builds strong working relationships.
• Result Orientation Works proactively to achieve KPIs, service quality standards, and CRM goals.