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CRM Executive

Date: 26-Jul-2022

Location: Dubai, AE

Company: Majid Al Futtaim

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Role Purpose:

  • Assist in operationally enhancing customers experience and providing strategies, solutions, processes and system enhancements.
  • Introduce to management period reports related to customers demographics, customers preference and resale.

 

Role Details – Key Responsibilities and Accountabilities:

Key Tasks: 

 

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

 

1.  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 the leadership team and ensure data accuracy at all times
  • 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
  •  

    2. 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
  • Monitor 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

Functional/Technical  Competencies:

  • 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
  • Detail oriented
  • Good planning and organizing skills in order to manage priorities
  • Strong sense of accountability for project tasks assigned

 

Personal Characteristics and Required Background:

Ability to build presentations, analyze data, and carry out periodic research

 

Minimum Qualifications/education

  • Bachelor Degree or Diploma

Minimum experience

  • Minimum of 3 years’ experience in similar field (1 year experience in Real estate is preferable)
  • Experience in Middle East is an added value