About the role:
CCK Global is seeking an experienced CRM Manager to own and optimize the Customer Relationship Management platform and its integration with call-center operations, ensuring accurate data, smooth workflows and a superior customer experience.

Key responsibilities:

• Oversee day-to-day call-center activities, provide leadership to agents and track performance against KPIs.
• Identify process gaps and implement improvements that enhance customer experience and operational efficiency.
• Collaborate with IT teams to configure, maintain and improve CRM and telephony systems, and resolve system issues.
• Analyze customer and interaction data to generate insights that inform marketing, sales and service strategies.
• Develop and present regular performance and productivity reports for management.
• Recruit, train and mentor call-center staff, building a high-performing, service-driven culture.
• Ensure full compliance with data-protection regulations and internal policies on customer information.

Requirements:

• Degree in Information Technology, Business Information Systems or a related discipline.
• Minimum of two years experience managing CRM systems in a contact-center or similar environment.
• Strong analytical, problem-solving, communication and people leadership skills.