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CRM Specialist

SpotOn Connections
Malta Island
Administrativo e Secretariado

Descrição da Empresa

SpotOn Connections offers international recruitment solutions and career consultancy for all industries across Europe. We deliver a premium service at all stages of the recruitment process, taking the time to get to know our clients and candidates on a personal level so that we can make the perfect match. Our network of consultants come from a recruitment background, with particular specialisation on the finance, legal, technical, and multilingual industries.

We pride ourselves on our ability to fully understand the needs of both our clients and candidates, building long term relationships that are mutually beneficial to all. Our highly tailored approach to recruitment ensures that we know exactly what individuals are looking for and allows us to match the correct profile to the correct role across all functions, ranging from entry level to senior level positions.

We currently have more than twenty five staff working at our offices in Malta and Portugal, and will be opening a new office in Ireland at the start of 2018. We ensure that we are constantly updated on the market place, current trends, business news, and job opportunities within every sector that we recruit for, and we are constantly looking to expand into new areas as demand for our offerings continues to increase.

Registada há 9 meses no SAPO Emprego 922 ofertas anunciadas nos últimos 6 meses

Detalhe da Função

The position is accountable to the Head Digital Hub and is responsible for the implementation, management and administration of the Customer Relationship Management (CRM) tool with the main objective to define the customer acquisition and retention strategy across the business.

Main Accountabilities & Responsibilities:

- Plans and Objectives:

  • Accountable for the administration and management of airline sector's CRM solution;
  • Accountable for developing short and medium term plans for achieving an increase in engagement with potential customers through CRM;
  • Accountable for streamlining the sales processes for B2B, Corporate and Groups through the CRM solution;
  • Accountable for streamlining the servicing process through the CRM solution;
  • Accountable to work with the Head of Digital and Marketing to develop a medium and long term roadmap for CRM to ensure conformity to the airline sector overall digital strategy.

- Management:

  • Accountable for developing, managing and maintaining the CRM solution to increase contacts, engagements and to streamline sales and servicing processes;
  • Acting as a point of escalation when issues arise;
  • Responsible for ensuring that all planning processes are followed;
  • Responsible for working with other teams to ensure that all functions are completed within the planned time window;
  • Working in conjunction with Commercial and IT teams in the innovation and development of the CRM solution;
  • Working in conjunction with the Marketing team in the defining and timely of CRM communications;
  • Management of multi-channel customer interaction throughout the customer lifecycle;
  • Responsible for planning and executing data-driven marketing programmes within the customer lifecycle to deliver the set KPIS
  • Responsible for the periodic reporting on CRM performance.

- Technical:

  • Responsible for designing and automating the lifecycle communication with current and potential customers to increase engagement and monetisation of customer;
  • Together with the Marketing team, responsible for defining the contact strategy through segmentation and targeting;
  • Facilitate real-time data driven communication;
  • Responsible for managing the configuration of all CRM systems for all campaigns and touchpoints;
  • Responsible for troubleshooting within airline sector and acting as a point of contact with 3rd party suppliers.

- Consultation:

  • Participate and contribute to cross-functional teams as required and/or where CRM can contribute;
  • Consult with employees throughout the organisation to ensure that the CRM strategy continues to develop and meet the needs of the organisation.

- Self-improvement:

  • Keeps well informed and up to date on developments in the CRM arena particularly for the travel markets, through reading, training and participating in professional or industry bodies;
  • Development of skills directly related in the use of new and emerging CRM techniques and tools.
  • Makes sure he/she is ahead of the game and can lead airline sector to a best in class CRM strategy.

- Other:

  • Discharges and duties as, from time to time, may be assigned by the Head of the Digital and Marketing, and Chief Commercial Officer.
  • Ability to work throughout countries and cultures to ensure a global approach.


Experience and qualifications:

  • Demonstrable ability to manage the CRM process, including the ability to set priorities, goals and objectives and to achieve these within budgetary, time and staff constraints;
  • Good knowledge in the CRM domain;
  • Data literate;
  • Good working knowledge in airline B2C and B2B process;
  • Ability to analyse data driven from CRM campaigns.

Personal competencies:

  • Demonstrable, good analytical capabilities with the skill to draw appropriate conclusions and present these to non-experts; able to use modelling, analysis and presentation tools to a proficient level;
  • Demonstrable good independent judgement with the ability to set priorities and make appropriate decisions;
  • Able to work closely with all internal and external stakeholders, building rapport and long term relationships, and puts sustained efforts into building influential relationships outside the organisation;
  • Demonstrable ability to communicate and work effectively and professionally with people up to Chief Office both in person and in writing.
  • Flexible attitude
  • The willingness and attitude to succeed.
  • A positive attitude and not accepting to lose
  • Ability to work in in several cultures simultaneously and adapt to get the best out of people,
  • Clear team player
  • Fluent in English and preferably in 1 or more additional European languages.
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