Muscat
Oman Air has built up a reputation as a strong, competitive leader in the airline industry. We are committed to recruiting and nurturing bright and dynamic individuals to meet our manpower needs. In the new millennium, our mission is to seek out new ways to develop and improve our position as a leader in aviation excellence.
We believe our people are the reason behind our success, and we offer you a once in a lifetime opportunity to work in a team-based customer-oriented environment. Our emphasis is on continual staff development we achieve through the training we impart to our staff members
.
Role Objecti
ve:
The CRM Manager leads our customer relationship initiatives, manages our CRM systems, and supports cross functional collaboration with internal teams and external partners. The ideal candidate will have a strong background in customer database management, customer lifecycle strategy, and driving customer engagement and satisfact
ion.This role requires advanced analytical skills to interpret customer behavior and design predictive, data-driven campaigns—such as next best action and personalization initiatives. A solid technical understanding of CRM platforms is essential for effective campaign execution and system optimizat
ion.
Duties and Responsibili
ties:
Area of responsi
bility
• Drive the overall CRM strategy aligned with business objectives, focusing on customer acquisition, engagement, retention, and l
oyalty.• Manage and optimize the CRM platform (particularly CRIS) to ensure accurate data management, automation, and system perfo
rmance.• Maintain and enrich the customer database to enable advanced segmentation and personalized communic
ations.• Analyse customer behavior and journey data to predict future actions and develop targeted lifecycle cam
paigns.• Design and implement personalized, multi-channel CRM campaigns (email, SMS, push notifications) across all stages of the customer j
ourney.• Collaborate cross-functionally with marketing, IT, customer service, sales, and external partners to ensure seamless integration and exe
cution.• Develop dashboards and regular reports to measure CRM performance, customer satisfaction, eng
agementmetrics, and campai
gn ROI.• Ensure CRM compliance with data protection and privacy regulations (e.g., GDPR,
CCPA).• Support the development of loyalty and retention strategies through CRM in
sights.• Lead CRM system training, documentation, and adoption across relevant
teams.• Perform any other related tasks as assigned by the Mana
gement.
MINIMUM EDUCATION, QUALIFICATIONS &
; SKILLS:
Education & E
xperience:
• Bachelor’s degree in data Analytics, IT, Business or a rel
ated field.• 8 years of experience in CRM strategy, customer engagement, or rel
ated roles.• Proficiency with CRIS or similar enterprise CRM systems (e.g.,
Salesforce,HubSpo
t, Oracle).• Proven track record in developing and executing CRM
strategies.• Strong analytical and data interpretation skills; ability to translate insights i
nto action.• Solid technical understanding of CRM platforms, automation tools, and data i
ntegration.• Experience in partner/vendor collaboration and stakeholder
management.• Excellent communication and project managem
ent skills.
Special Skills &
; Knowledge:
• Strong management skills: Self-starter, entrepreneurial mindset wit
h the abilityto provide effective and efficient solutions without comprising o
n quality andhandle changing environments a
nd priorities• Customer-centric with capability to negotiate and persuade based on given conditions • Ability to identify problems and quickly react to situations
such as angrycustomers, complaints and spe
cial requests• Strong communication skills with presence and excellent comm
unication andpublic speaking skills in English • Ability to work in a fast-paced environment / transformational setting • Experience working with complex program execution and multiple parall
el programmed• Proficiency in English (must) and Arabi
c (preferred)