Senior Manager - Customer Experience

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

Reporting to the Associate Director - Marketing & Commercialization , the role holder will be responsible for ensuring that the entire complete customer lifecycle is managed effectively and efficiently. Through the full understanding of our customers, ensure high customer satisfaction and retention as well as maximize the customer lifetime value strategies ensuring maximum profitability. This position is an integral part of the continuous improvement efforts of the Property Management team and vital Responsible of Clients Relations Management & Follow-up. The role holder will focus on developing and maintaining strong business relationships with customers and build trust, goodwill, and confidence, enhancing the Al Futtaim brand and CFC image, reputation, and rights. Furthermore, create a good after sales presence, enhance client experience and promote client centric approach.

What you will do:

Responsible for:

Strategic:

Develop and implement a customer experience strategy inline with the companies overall vision and objectives Building a CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle . play a crucial role in overseeing and managing the operations of a call center. Develop and implement customer loyalty programs. Monitor the success of loyalty programs and make adjustments as needed.

Customers & Customer Lifecycle:

Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.

Create, implement and measure the pre-aligned Customer Service targets at all stages of the Customer Journey. Oversee day-to-day operations of the call center. Monitor and analyse call center metrics to ensure goals and objectives are met. Implement and maintain best practices for call handling and customer service. Collect and analyze customer feedback to identify areas for improvement.
Implement changes based on customer feedback to enhance customer experience.

Systems and Processes:

Ensure our processes are driven by customer needs. Customer journey mapping analysis touch points with the organisation and maximizing commercial opportunities. Working closely with all departments to ensure the CRM works effectively for all aspects of the company Ensuring the database is segmented effectively for targeted marketing activities. Automation and efficiency in all customer communications.

Reporting:

Setup a dashboard on the CRM that helps the team to be up to date with progress on their deliverables. Customer Data Sheet Segmentation

Create Community and Client experience:

Events Scheduling. Insights for Community Engagement. Create and Overlook complementing program Coordinate and support the digital platform launch Track Community Activity

After Sales Service:

Provide after-sale services to customers by resolving any concerns or issues brought up by customers regarding contractual agreement, plan layout changes, or finishing requirements, Initiate and develop a CRM system, Implement the CRM system for after sales processing, Obtain customer testimonials plan, ensure existing customer W.R.T. to any client requests and followed action with all designated parties within SLA, Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty in all company residential projects, Development and implement the CRM policies and procedures that meet the business needs & clients requirements, Working closely with all departments to ensure the CRM works effectively for all aspects of the company.to make decisions regarding the current resource, Manage day-to-day operations while dealing with various clients, Investigate customer's problems and find solutions, Assisting clients with the property after-sales and development, , Being involved in staff recruitment and appraisals, Training staff to deliver a high standard of customer service, Leading or supervising a team of customer service staff, Ensure the accurate receive of all inquiries and complaints received from customers and deal with them to suit the sensitivity of the nature of his work with different designated parties, Receiving customers escalations at the company's sales center closing their demands within the company's process and enrolled policy & SLA.

Ad Hoc Tasks Customer:

Feedback Consolidation Web based Feedback Customer Satisfaction Survey.

Job Context:

To provide leadership in managing the end-to-end process of the customer journey for all residential and commercial property buyers in Cairo Festival City and ensure delivery of a level of customer satisfaction that exceeds expectations, whilst ensuring business process are adhered to. Take a lead in liaising with all departments within CFC for managing all aspects of the Customer's Relations, Contracts, Inventory and Collection management.

Requirements

Required skills to be successful:

Job-Specific Skills:
- Excellent written and spoken communication skills
- Excellent level of report writing skills
- Good organizational and planning skills
- The ability to lead and motivate a team
- The ability to handle complaints and difficult situations
- Excellent computer and administrative skills

Behavioural Competencies:
- Community competitor
- Communicate Effectively
- Customer Championship
- Passion for Excellence and Delivery
- Developing Self & Other

What equips you for the role:

Minimum Qualifications and Knowledge:
- 10 years industry experience managing an entire customer services process
- Proven experience in call center management. Demonstrated success in improving call center performance.
- Experience in the management of contracts
- Business and administrative processes related degree or similar
- Proficiency of Microsoft Products to intermediate level

Minimum Experience:
- 10 Years in CRM managerial position

About Al-Futtaim Group Real Estate
The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.
Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.
AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.