Manager Customer Relationship Management; CRM

Oman Air is a leading airline committed to recruiting bright and dynamic individuals. We provide a unique opportunity to work in a customer‑oriented environment that values continual staff development.

The CRM Manager leads our customer relationship initiatives, manages our CRM systems, and supports cross‑functional collaboration with internal teams and external partners. The role requires advanced analytical skills to interpret customer behavior and design predictive, data‑driven campaigns such as next‑best‑action and personalization initiatives.

• Drive the overall CRM strategy aligned with business objectives, focusing on customer acquisition, engagement, retention, and loyalty.
• Manage and optimize the CRM platform (particularly CRIS) to ensure accurate data management, automation, and system performance.
• Maintain and enrich the customer database to enable advanced segmentation and personalized communications.
• Analyze customer behavior and journey data to predict future actions and develop targeted lifecycle campaigns.
• Design and implement personalized, multi‑channel CRM campaigns (email, SMS, push notifications) across all stages of the customer journey.
• Collaborate cross‑functionally with marketing, IT, customer service, sales, and external partners to ensure seamless integration and execution.
• Develop dashboards and regular reports to measure CRM performance, customer satisfaction, engagement metrics, and campaign ROI.
• Ensure CRM compliance with data protection and privacy regulations (GDPR, CCPA).
• Support the development of loyalty and retention strategies through CRM insights.
• Lead CRM system training, documentation, and adoption across relevant teams.
• Perform any other related tasks as assigned by management.

• Bachelor’s degree in Data Analytics, IT, Business, or a related field.
• At least 8 years of experience in CRM strategy, customer engagement, or related roles.
• Proficiency with CRIS or similar enterprise CRM systems (e.g., Oracle).
• Proven track record in developing and executing CRM strategies.
• Strong analytical and data interpretation skills with the ability to translate insights into action.
• Solid technical understanding of CRM platforms, automation tools, and data integration.
• Experience in partner/vendor collaboration and stakeholder management.
• Excellent communication and project management skills.

• Strong management skills: self‑starter, entrepreneurial mindset with the ability to provide effective and efficient solutions without compromising quality.
• Customer‑centric mindset with capability to negotiate and persuade based on given conditions.
• Ability to identify problems and react quickly to situations such as angry customers, complaints, and special requests.
• Strong communication skills with excellent public speaking abilities in English.
• Ability to work in a fast‑paced environment and manage multiple parallel programs.
• Proficiency in English (must) and Arabic (preferred).

Oman Air is an equal opportunity employer.