Job Purpose:
The Associate Communication & Lead Management is responsible for two key functions: lead management and customer communication.
In lead management, the role involves maintaining an accurate and up-to-date lead registry, tracking leads through various stages of the sales funnel, and ensuring timely follow-ups to support the sales team. The associate will work to optimize the lead tracking process and help identify opportunities to improve lead conversion rates.
In customer communication, the associate will draft and manage communications with clients (via emails, WhatsApp, and SMS), following the written process maps and customer journey guidelines. These communications will provide customers with essential updates on their transactions, ensuring they are informed at each stage. Additionally, the role involves ensuring that the automated messaging system functions effectively, with automated messages being sent at the appropriate times based on the customer journey.
By aligning communication with the customer journey and ensuring seamless automated messaging, the Associate will play a critical role in enhancing customer satisfaction, streamlining the sales process, and improving overall lead conversion.
Job Responsibilities:
- Maintain and update the lead registry/database, ensuring all lead information is current, accurate, filled and organized.
- Ensure timely follow-up with leads by coordinating with the sales and marketing teams.
- Assist with data segmentation for targeted outreach and marketing campaigns.
- Provide regular updates on lead performance and quality to sales and marketing teams.
- Auditing the received lead, the status of the lead and the reason of each status.
- Auditing and reporting the duplicate lead and identifying the process or rule gaps.
- Monitoring the lead between sales, brokers, call center and marketing.
- Drafting all types of communications (reminders, updates, push notifications, etc.) of the existing and build process after reading the process mab.
- Sending the single and bulk communications to the customers.
- Auditing the process to ensure all the automated communications are working properly.
- Keep proper tracking of all communication draft.
Education & Experience Requirements:
- Bachelor's degree in marketing, Communications, Business Administration, or a related field.
- 3 years of experience in a communication, lead management, marketing, or administrative support role, preferably within sales or marketing departments.
- Familiar with the process map systems such as Visio and marketing cloud.
- Familiar in reading and writing the process map and customer journey.
- Experience working with CRM platforms and managing databases or lead registries.
- Previous exposure to customer engagement and communication strategies, including email campaigns or social media.
- Experience in organizing and supporting lead-generation events or promotional activities is a plus.
- Proficient in both Arabic and English.
- Proficiency in CRM systems (e.g., Salesforce, HubSpot) and Microsoft Office Suite (Excel, Word, PowerPoint).
