MIS Officer – CRM Focus Full Time

JOB PURPOSE

The MIS Officer – CRM & CX Focus is responsible for supporting the ERP/CRM platform from both a technical and customer experience perspective. The role executes CRM, loyalty, surveys, and customer engagement initiatives as defined by the Customer Experience Manager, while being technically supervised and governed by the MIS Manager. The position also contributes to data management, reporting, and system support across ERP and other business platforms, ensuring data accuracy and effective system usage.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES:

Customer Data & Systems Excellence:

• Update, clean, and validate customer data in CRM and ERP related systems based on internal procedures.
• Support data imports, exports, reconciliation, and quality checks across CRM and ERP systems.
• Assist in monitoring CRM integrations with ERP, POS, e-commerce, and other business platforms.
• Support basic data extraction and validation using Excel and SQL for reporting and analysis.

CRM & Customer Experience Execution:

• Execute CRM campaigns, customer journeys, surveys, and loyalty activities as requested by the Customer Experience Manager.
• Implement CRM campaigns including SMS, email, and other digital channels.
• Prepare and execute Customer Satisfaction and CX-related surveys.
• Support loyalty program operations including points allocation checks, redemptions validation, and tier monitoring.

ERP, Reporting & Technical Support:

• Support ERP data extraction related to customers, sales, loyalty, and transactions.
• Prepare operational, CRM/ERP, and CX reports using Excel and basic SQL queries.
• Provide first-level functional and technical support for CRM and related platforms.
• Escalate technical issues and system enhancements to the MIS Manager.
• Support user acceptance testing (UAT), regression testing, and validation of CRM and ERP enhancements.

Communication & Coordination:

• Act as an execution point between the CX team and MIS / IT teams.
• Coordinate with vendors and system integrators for testing, issue resolution, and data validation.
• Assist in preparing user guides, training materials, and basic system documentation.
• Communicate system issues, data inconsistencies, and progress updates to relevant stakeholders.

QUALIFICATIONS, EXPERIENCE & SKILLS:

• Bachelor’s degree in MIS, Business Information Systems, or a related field.
• Minimum 1 year of professional experience as an MIS Officer, CRM/ERP Officer, or in a junior systems / CX support role.
• Basic background or exposure to Customer Experience, CRM operations, or customer data management.
• Exposure to CRM platforms; Microsoft Dynamics 365 is an advantage.
• Basic understanding of ERP systems; Microsoft Dynamics 365 Finance & Operations is a plus.
• Foundational knowledge of SQL for data extraction, validation, and reporting.
• Strong proficiency in Microsoft Excel; exposure to Power BI is a plus.
• Fluent in Arabic and English. French is a plus.
• Good communication, coordination, and analytical skills.