CRM Specialist

Responsibilities

• Identify and deliver automation and CRM improvement opportunities to enhance the customer experience throughout the complaints process
• Liaise between Guest Relations, Customer Care, and the T&I team to maximize CRM data and software efficiency
• Coordinate with Microsoft and development vendors to ensure full utilization of tool capabilities and feature enhancements
• Evaluate existing business systems and processes to recommend improvements and ensure cost-effective digital workflows
• Automate all Guest Relations performance and stakeholder reports within the CRM
• Define requirements and outcomes for project scopes, ensuring alignment with customer value
• Present business needs in sprint planning and review meetings with development teams
• Execute trend scouting and evaluate innovation ideas regarding future business potential

Requirements

• High School Diploma or equivalent
• 5 years of total professional experience
• At least 3 years of customer service experience within the airline or hospitality industry
• At least 2 years of experience as a CRM Administrator or Business Analyst
• Expertise in analyzing conversation data and analytics reporting
• Strong background in reporting and data visualization

About the Company

Etihad Airways is the UAE’s national airline, shaping the future of global aviation from its hub in Abu Dhabi. We connect people across continents and cultures, driving our “Journey 2030” ambition to expand our network and grow our people for a new era of excellence.