Senior CRM Manager (Luxury Shopping Mall)

Al Emadi Enterprises

Qatar

Ref: QP788-01

Job description / Role

Employment: Full Time

Al Emadi Enterprises is one of Qatar’s fastest growing conglomerates. Our portfolio has expanded over the years to include Real Estate, Retail, Hospitality, Industrial and Energy sectors.

As Senior CRM Manager, You will be joining the team to help establish, develop, manage of the newly created services of Call Center , Privilege Program , Concierge and other CRM services of premium luxury shopping mall.

- Planning, establishing and managing the CRM strategies, program, operations and engaging with key stakeholders, including the leadership of marketing, retail, hospitality and IT to ensure an effective and seamless delivery.
- Build, implement and grow a multi-faceted loyalty and rewards program while ensuring strategic alignment, brand compliance and a focus on delivering value to customers.
- Setting up, maintaining and refining the virtual concierge/call center operational strategies by conducting system audits and analyses, performance reviews, tracking emerging trends, capacity planning, and cost/benefit analyses.
- Managing the HNW/UHNW customer portfolio and serving as a senior contact to ensure organic growth, retention and loyalty.
- Evaluate customer data (program engagement, rewards redemptions, general client behavior, etc) and develop user experience analytics as well as business performance metrics associated with the program.
- Developing the customer relations’ agents, information guides and hosts by providing ongoing training, observation, modeling, and feedback.
- Establishing the CR department’s performance standards including standard operating procedures and ensuring effective implementation

Requirements

- Bachelor’s degree or equivalent in Marketing, Business or related discipline.
- A minimum of 10 years experience in a customer relations, client service or lifestyle management role (including relationship building at a senior management and senior technical level)
- Significant experience in customer acquisition, engagement and retention strategies.
- Knowledge of membership data management, customer intelligent reports
- Commercial acumen and exceptional quantitative skills coupled with solid business foundation, particularly in direct marketing/customer loyalty.
- A Confident, articulate communicator and possesses the ability to comprehend and communicate analytical and technical information.

The passion that Al Emadi employees demonstrate is the quality that makes each of them unique and important to our success. We love what we do. We learn. We deliver and we make an impact

Join with our dynamic team!

About the Company

A national pioneer in residential and commercial real estate, Al Emadi is among Qatar’s most respected full-service , renowned for exceptional customer care throughout the purchase or rental process, as well as value added after-contract services including maintenance, cleaning and security.

With a huge selection of properties in prime locations and dedicated divisions covering each core market segment, Al Emadi has the deep expertise to deliver valuable market insights and advisory to all its customers.

As the demand and sophistication of the Qatari real estate sector continues its rapid growth, Al Emadi will grow in parallel, ideally positioned to be the nation’s most trusted real estate broker and a key contributor to achieving Qatar’s National Vision 2030.

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