Position Title
Manager, Airlines Customer Management COE
Reports To
General Manager, Airline Customer Management
Position Summary
Reporting to the General Manager, the Customer Management COE Manager at Malaysia Aviation Group is a pivotal role focused on managing the end-to-end systems requirements for the entire Airlines Customer Management department. This role encompasses overseeing the Customer Relationship Management (CRM) system, primarily powered by Salesforce, and the telephony system, including services provided by Talkdesk. The Systems Manager is responsible for ensuring a seamless integration of these systems to deliver a comprehensive view of customer profiles, manage customer complaints efficiently, and facilitate effective contact centre operations. The role demands a blend of technical expertise in Salesforce CRM and telephony technology, a deep understanding of contact centre systems management, and a keen insight into customer engagement trends and strategies. .
Key Accountability
- CRM and Telephony System Management: Oversee and manage the Salesforce CRM and Talkdesk telephony systems, ensuring their seamless integration and optimal functionality for customer relations and contact centre management.
- System Enhancement and Evolution Strategy: Develop and implement an annual system enhancement plan, ensuring the systems evolve in line with emerging customer engagement trends and technology advancements.
- Operational Oversight and Troubleshooting: Lead operational management of CRM and telephony systems, including proactive troubleshooting and rapid response to system outages.
- Engagement Trends Analysis: Stay abreast of the latest trends in customer engagement and technology, applying this knowledge to enhance system capabilities and customer experience.
- Cross-functional Collaboration: Work closely with customer relations, contact centre teams, and IT to align system functionalities with organizational goals and customer service strategies.
- Vendor Management: Manage relationships with software and service providers, ensuring contractual compliance and optimal service delivery.
- Training and Support: Provide training and ongoing support to system users, ensuring they can effectively utilize the CRM and telephony systems.
- Data Analysis and Reporting: Regularly analyze system data to identify trends, improve customer engagement strategies, and report on system performance
Qualifications & Working Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field. A Master's degree is an advantage.
- Minimum of 5 years of experience in system management, with a focus on CRM and telephony systems.
- Proven track record in managing Salesforce CRM systems and understanding of Talkdesk telephony systems.
- Experience in contact center systems management and customer experience enhancement.
Area of Experience
- Expertise in CRM and telephony system integration and management.
- Knowledge of customer engagement strategies and best practices.
- Strong understanding of data analytics and reporting.
- Experience in vendor management and cross-functional collaboration.
Skill & Knowledge
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Proactive and innovative mindset.
- Ability to work under pressure and manage multiple tasks.
- Leadership qualities with a focus on team development and motivation.
