CRMS Specialist

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Role Summary

The Customer Relationship Management System, CRMS Specialist is responsible for managing the organisations CRM system ensuring the company can make the most out of public satisfaction. The CRMS Specialist assists the Senior Stakeholder Management Specialist to verify that the appropriate communications lines are established to facilitate timely coordination with CRM team (each area coordinator).

Responsibilities

• Planning and delivering CRM strategies across the company encouraging customer satisfaction and organisation reputation maintained.
• Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
• Customer Journey Mapping analysing touch points with the organisation.
• Working closely with all departments to ensure the CRM works effectively for all aspects of the organisation.
• Overseeing direct communications with customers through the CRM.
• Monitor and maximise customer lifetime value strategies ensuring maximum satisfaction.
• Ensuring the database is segmented effectively for targeted PR activities.
• Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the organisation and its projects.
• Prepare a full monthly and quarterly reports on the complaints/enquires received through the CRM system to ensure our SLA on the agreed target.
• Following up with CRM team on the pending complaints/enquires.
• Following up with Projects Affairs and organisation PR on direct complaints or requests through (Press - Social Media - Radio)

Relationships

• The CRMS Specialist reports directly to the Senior Stakeholder Management Specialist.
• The CRMS Specialist works with the Integration, Innovation and Stakeholders Director and assist with all communications with the GECs on identifying stakeholder requirements and issues.
• The CRMS Specialist works with the Integration, Innovation and Stakeholders Director in recording of all communications and ensuring that the communications plan is implemented.
• The CRMS Specialist works collaboratively with PWA’s Public Relations Department to support in its direct complaints and requests and through (Press - Social Media - Radio).

• Experience in a similar role 
• Experience in Qatar preffered.

About AECOM

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Freedom to Grow in a World of Opportunity 

You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation, benefits and well-being programs to meet the diverse needs of our employees and their families. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.