ASSOCIATE MANAGER, CRM

• Description: 

  Lead the Customer Relations team in all functions at every customer touch point from signing of Sales and Purchase Agreement and Property Handover Strategy prior to handover, during transition and post-handover operations including managing of defects liability period.

   

  Role Details – Key Responsibilities and Accountabilities:

  •    Improve customer service experience, increase customer engagement, and facilitate organic growth to increase customer satisfaction, loyalty, and

  retention and to meet their expectations.
  •    Assist in developing and establishing procedures and policies governing customer correspondence and the handling of customer complaints and

  Defect Liability Period (DLP) phase management through every channel.
  •    Assist in the development of Property Handover to Customers and Defects Liability strategies, policies and procedures.
  •    Plan and lead customer relationship status calls, including scheduling, planning, communications, and post meeting review notes and dissemination of

  notes internally and to customers and provides follow-up on open issues.
  •    Ensure customer complaints and issues are tracked and followed up to ensure prompt resolution.
  •    Assist in implementing procedures to keep customers engaged; ensuring that customers receive value messages at all touch points.
  •    Work with Senior Manager of CRM to build an effective and informative handover information book for the client whilst also developing a client web portal

  for in depth property development details
  •    Mobilize and implement property transition / handover between developer and end user.
  •    Assist in the collation & coordination of customer handover packs ensuring that each property has a handover pack presented to the customer.
  •    Attend community events, market days and community engagement sessions.
  •    Resolve any escalated concerns from the team including communication with the customer where appropriate.
  •    Escalate any and all concerns for resolution including communication with customers where appropriate.

  •    Assist in improving NPS score on sections in relation to Customer Journey from point of Customer Onboarding till Handover stage.
  •    Conduct regular customer research and feedback surveys through customer touch points.
  •    Assist in recruiting, mentoring, and developing customer relation executives and nurture an environment where they can excel through encouragement and       empowerment.

ASSOCIATE MANAGER, CRM|Majid Al Futtaim, Dubai, UAE