CRM Regional Manager

About Petromin Corporation

Petromin Corporation is seeking a CRM Regional Manager to join its team in Riyadh, Saudi Arabia. This is a full-time position focused on managing customer complaint performance and representing the company in dealings with government bodies.

Role Purpose

The CRM Regional Manager will be responsible for overseeing customer complaint performance within the Central Region. A key aspect of this role involves acting as the company's direct representative in interactions with the Ministry of Commerce head office and its Riyadh branch.

Key Responsibilities

• Serve as the senior point of coordination with the Ministry of Commerce head office and the Riyadh branch, maintaining direct working relationships with officials and inspectors.
• Attend Ministry meetings, summons, and field visits on behalf of the department, providing the company's position with supporting evidence.
• Manage complaint performance for the Central Region, including volume, resolution time, escalation rate, and compensation exposure.
• Conduct on-site verification at branches for disputed and high-value cases before issuing a response.
• Escalate systemic issues such as parts availability, repair quality, and documentation failures to branch management with supporting evidence.
• Ensure that documentation requested by inspectors is complete and supplied within the agreed standard.
• Approve settlements within delegated authority and prepare recommendations for amounts exceeding that limit.
• Monitor branch compliance with mandatory documentation standards, including the completeness of repair agreements and their issuance in Arabic.

Performance Measures

• Regional escalation rate.
• Response time to inspector enquiries.
• Regional compensation value and delay days.
• Documentation completeness at branches.

Authority

• Represent the Company with the Ministry head office and Riyadh branch.
• Approve settlements within the delegated financial limit.
• Request documentation and technical statements directly from branches.

Qualifications and Experience

Candidates for this role should possess 5-10 years of relevant experience. The ability to manage customer complaint processes and interact effectively with government regulatory bodies is essential.