Customer Relationship Management Executive Jobs in Dubai at Majid Al Futtaim

Title: Customer Relationship Management Executive

Company: Majid Al Futtaim

Location: Dubai

Role Purpose:

To assist in operationally enhancing customers experience and provide strategies, solutions, processes and system enhancements.

Introduce period reports to management related to customers demographics, customers preference and resale

Role Details – Key Responsibilities and Accountabilities

Key Tasks:

Serves as the source of information for all customer related reports, preferences, information, demographics, projects and resale

Reporting, dashboard and Analytical thinking

Introduce dashboards and reports on customers demographics, investments tiers, preference in a 360 overview capture the entire customers journey across Customer Hub, Lead and Data Management and Customer Relations.

Enhance and maintain the resale dashboard which is accessed by leadership team and ensure data accuracy all the time

Provide CX and Loyalty Program heads with any information and analytics to assist them in introducing / enhancing our offerings

Analyze customers data to identify any business opportunities and initiate relevant conversation with sales, CX and Loyalty heads

Report the results of any customer relations initiative to higher management such as: customization processes, material selection, or any revenue generating initiatives

Report handover numbers along with the financials to higher management

Provide timely and periodic analysis on EDMs, product launches, and other customer events

Post-Handover Responsibilities

Assist in designing the handover process and provide periodic reports to management in terms of numbers of units and collection

Provide a detailed action plan on the logistics and operations of the actual handover process

Monitor the operation of the handover process and identify areas of improvement

3. General and Operational Responsibilities

Build customers communication calendar and ensure maximum engagement with customers

Build all processes, policies and procedures for customers processes and regularly enhance the systems / applications to provide an improved customer journey

Act as the SPOC and liaise with IT for any system / application enhancements

Periodically deploy strategies related to customers projects and initiatives to ensure a high standard customer journey

Provide strategies and initiatives to enrich customers database in coordination with the Data Management team

Keep ahead of industry’s developments and apply best practices to areas of improvement

Monitoring overall sales center activities in terms of registrations, customer waiting time, and the lead registration

Create and maintain case management solution, introduce SLAs, for all types of customer complaints, pre-handover & post-handover

Job Dimension

The candidate should be able to grasp the complexity of customer journey in a property life cycle. The ideal candidate will have strong presentations skills, reporting and data analytics

Functional/Technical Competencies

Good planning and organizing skills in order to manage priorities

Strong sense of accountability for projects tasks assigned

Other Context

Excellent Written & verbal communication in English and Arabic.

Ability to work under pressure , result driven and demonstrates the ability to take on additional responsibilities

Exceptional presentation skills, reporting and data analytics

Details oriented

Personal Characteristics and Required Background

Ability to build presentation, analyses data, and has the ability to carry out periodic research

Minimum Qualificati…

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About Majid Al Futtaim