Customer Relationship Manager

About the role

Droob of Continent Trading L.L.C. is seeking an experienced and results‑driven CRM Manager to lead the Customer Relationship Management function, enhance the customer journey and strengthen engagement across all channels. The role will support sustainable business growth by leveraging data, technology and customer insights.

Key responsibilities

• Develop and implement the company’s CRM strategy and customer journey.
• Build a unified Customer 360° view by integrating data from showrooms, phone, WhatsApp, website, e‑commerce and social media.
• Manage customer service, complaints, cases and after‑sales processes.
• Improve customer retention, loyalty, satisfaction and engagement.
• Implement CRM workflows, automation, segmentation and campaign management.
• Use data analytics, dashboards, KPIs and AI tools to enhance experience and performance.
• Monitor feedback and identify service‑improvement opportunities.
• Lead, coach and develop the Customer Relations team.
• Collaborate with Sales, Marketing, E‑Commerce, Operations and IT to ensure a consistent omnichannel experience.
• Provide CRM insights and performance reports to executive management.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Information Systems or related field.
• Minimum 5 years of experience in CRM, Customer Experience or Customer Service.
• Strong knowledge of CRM platforms such as Salesforce.
• Experience with Customer Journey, Customer 360, case management, workflow automation and CRM analytics.
• Strong analytical, leadership, communication and problem‑solving abilities.
• Experience in retail, furniture, e‑commerce or omnichannel businesses is an advantage.
• Fluency in Arabic and English.

Required skills

• Salesforce (or similar CRM platform)
• Data analytics
• AI tools for customer insights