Customer Relationship and Communication Lead

EMFI Qatar Group is looking for a Customer Relationship and Communication Lead (Bilingual - Arabic & English) for its requirements with the following qualifications:

Qualification:

• BSc or equivalent degree in media/Communication/relevant faculty from a recognized university
• 07 years of demonstrated experience in Public Relation and communications
• Arabic and English Language Fluency essential

Principal Accountabilities:

• Communications Lead with experience in the management and coordination of customer and stakeholder communications in the infrastructure development sector
• Lead the Coordination and reporting from Ashghal’s Customer Relationship Management System {CRMS) based on a Microsoft dynamics platform. This will include monitoring of performance against defined SLA's and recommending actions for improvement
• Management and coordination of external communications issued by the Project Affairs Directorate utilising multiple channels including social media platforms
• Working in consultation with Ashghal’ s public relations Dept, ensure the coordination of media communications and briefings issued by the lA Directorate from time to time
• Develop and manage the introduction of policies, processes and procedures designed to improve the quality of communications with customers, stakeholders, and government agencies
• Provide advice and support to Departments and Programme Governance Teams on the quality and content of communications
• Prepare and coordinate internal and external briefing material on the progress and status of Ashghal’ s projects and programmes
• Act as the lead for the preparation of the lA Directorate communications response to emergency incidents and customer complaints including the follow-up of all issues which Exceed the approved SLA times for response
• Monitor reports and performance data on the quality of customer relationships on an ongoing basis and provide appropriate performance reports for review by the Senior Management team
• Preparation and updating the Project Affairs customer Relationship Management Plan
• Understand the problems and challenges of clients and identify ways the business could better address these needs
• Ensures that customers receive a satisfactory response
• Ensures timelines and commitments to the customers on a regular basis
• Works in cooperation with Quality Assurance and Continual Improvement Department on securing and maintaining ISO 9002 certification
• Support the Project Affairs Senior Management team in other tasks or communications activities as required from time to time
• Experienced communications professional focusing on customer relationship management in the infrastructure sector.
• Competencies in all communications channels with specific skills in media communications and customer complaints management
• Management and coordination of customer relationship performance and communications to best practice standards
• Ensure consistency in the quality of communications with customers, stakeholders and Government Departments

Interested candidate/s may send their CV to hiringemfi2022 @gmail.com and type the code on the subject as: Customer Relationship and Communication Lead

Job Types: Full-time, Permanent, Contract

Pay: QAR15,000.00 - QAR17,000.00 per month

Ability to commute/relocate:

• Doha: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• CSR manager: 10 years (Required)

Language:

• ARABIC (Required)