CRM Manager

Job description / Role

Job Summary:

The CRM Manager is responsible for the planning, successful execution and follow up for a diverse range of customer retention campaigns, leading the Better Homes Call Centre Division. As CRM Manager, you'll conceive, establish and manage a CRM program that establishes long term relationships with BH Customers and clients and deliver true value.

Main Responsibilities
*Ensure that CRM applications meet corporate objectives, fulfill end-user requirements, and identify and resolve business requirements issues
*Gather, analyze, and define end user requirements for CRM data access and usability in accordance with business objectives.
*Assist in the creation of long-term strategic goals for achieving and maintaining high data quality in conjunction with CRM users, department managers, clients, and other key stakeholders
*Develop, implement, and maintain policies, procedures, and associated plans for CRM software administration and appropriate use
*Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications
*To manage the day-to-day planning, operation and problem-solving of a team of Customer Care Executives to meet with the required service level components and standards.
*To be able to handle acute and escalated calls; the most complex customer complaints or enquiries
*Organizing staffing, including shift patterns and the number of staff required to meet demand;
*Correctly identifying the caller's requirement and ensuring that a proper qualification is done before forwarding the calls to respective consultants/departments in a timely and efficient manner.
*Handling a large volume of calls at any given time. Reducing the number of lost calls by ensuring that telephone lines are available and that all incoming calls are answered and forwarded to the appropriate divisions in a timely and efficient manner.
*Performance Reviews will be based on daily set of targets and goals achieved by you as an individual and the contribution made towards your Team.
*Reporting and completing all tasks assigned by the Team Leaders to ensure maximum productivity.
*Devise, coordinate, and conduct data-cleansing initiatives to purge and eliminate corrupt or redundant information from CRM database
*The CRM Manager will also apply proven communication and problem-solving skills to guide and assist the user group on issues related to the design, development and deployment of CRM software critical to business operations.

Requirements

What are we looking for in the ideal candidate?

*Bachelor's degree or equivalent
*7-9 years + extensive experience of managing CRM business strategy; operational or strategic exposure to contact centers required
*Good management experience (leading others, building a high performing team)
*Used to working in a multinational / multilingual internet business
*Ready and willing to work in a fast paced and highly ambitious company

CRM Specific Competencies:
*A strong understanding of direct to consumer CRM concepts. (i.e. Email/Direct Mail Marketing, Customer Segmentation, ROI analysis)
*Benchmark CRM initiatives against best practices to ensure optimal performance
*Investigate and fix fields that have become outdated due to new business/value rules, new processes, or redesigned data warehouses
*Strong data modeling skills in multiple methodologies dimensional models (i.e. conceptual, logical and physical model)

About the Company

Betterhomes, one of the UAE’s largest realtors in Dubai offers the largest selection of residential and commercial property for sale and lease in the region. Established in 1986, Betterhomes is today one of the most reputed and professional realtors in Dubai and the UAE. As a leading real estate company in Dubai and the UAE, Betterhomes is backed by a team of certified and specialised consultants who stand ready to serve your property needs.

Connecting Dubai real estate to buyers and renters locally and globally, Betterhomes makes finding the property you are looking for easier than ever before. With a database of 1000s of Dubai properties and market trends and community information, we educate buyers, sellers, renters and landlords on Dubai real estate and what it offers. Dedicated to helping you find real estate in Dubai and the rest of the UAE, our website lists 1000s of properties in Dubai for the sale and re-sale market.