Contact Center CRM Specialist, 3 years' experience
Algeria
Full Time
2 hours ago
No Sponsorship
Key skills
AIArtificial IntelligenceBICRM
About this role
Role Overview
- Design, lead and optimize the CRM strategy
- Develop and deploy a multi-region CRM strategy
- Optimize segmentation and map customer journeys
- Design, plan and manage support campaigns (SMS, emails, WhatsApp)
- Deploy and optimize solutions based on Artificial Intelligence
- Produce regular reports and analyze customer behavior
- Propose innovations to digitize the customer journey
Requirements
- Minimum 3 years' experience in a similar role
- Proficiency with CRM tools (LiveAgent, Hermes/Icosnet) and expertise in omnichannel campaigns
- Proven experience in deploying AI/chatbot solutions and strong skills in data analysis and BI tools (Metabase)
- Understanding of technical architectures (APIs, webhooks)
- Mastery of key CRM KPIs: first-contact resolution rate, self-service rate, click-through rate, campaign performance
- Excellent ability to identify friction points in the customer journey
Benefits
- Local contract offered — no expatriate contract
- Minimum 3 years' experience in a similar role
- French and Arabic — fluent written and spoken
- English — an asset