CRM Executive

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