Senior Manager - Customer Experience

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.