CRM Manager

Job description / Role

Job Summary

The CRM Manager will have leadership responsibility for designated Better Homes call center and customer contact operations. Provides direct leadership to CRM Team Leaders and is responsible for overall performance as evidenced in quality of customer interactions, compliance to policy and processes, establishing and managing a CRM program that establishes long term relationships with BH Customers and clients and deliver true value.

Main Responsibilities

* General management responsibility for the operational performance of the designated call centers.
* Ensure that CRM applications meet corporate objectives, fulfill end-user requirements, and identify and resolve business requirements issues
* Set priorities and direction and ensure effective tactical implementation of service strategies with strong focus on improving customer service and performance results while reducing expenses. Provide insight and direction on escalated unit performance and leadership issues.
* Gather, analyze, and define end user requirements for CRM data access and usability in accordance with business objectives.
* Maintains current business knowledge through frequent call monitoring and review of customer communications, associate and manager focus groups, review of quality and performance results, and business partner feedback.
* 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
* Engages appropriate individuals in Business Management and Customer Contact Experience group, Project Management Organization, and other matrix partners to present data and influence appropriate business improvement decisions.
* Devise, coordinate, and conduct data-cleansing initiatives to purge and eliminate corrupt or redundant information from CRM database
* Within span of control, develops and implements policies, practices and procedures related to call center operations.
* Drive process improvement to improve overall first contact resolution rates.
* 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 is required, MBA preferred.
* 8-10 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
* Project management skills and highly skilled in problem solving, conveys innovative ideas and can communicate complex theories to senior levels of management.
* Proven change management skills.

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.