Emirati Talent - Senior Associate, CRM

Role Purpose:

• To support the Customer Journey Service from signing of the Sales and Purchase Agreement to property handover and post-handover operations including managing of defects liability period, complaints and queries at any point of the customer life cycle.

Role Details – Key Responsibilities and Accountabilities:

Key Tasks:

• Serves as the primary interface to the Client in building and maintaining the ongoing business relationship, during and after the initial implementation of Client set-up, with regard to operational needs, communication and client service.

1. Responsibilities between signing of SPA and property handover

• Developing project completion communication on an ongoing basis.
• Plans and leads Client relationship status calls, including scheduling, planning, communications, and post meeting review notes and dissemination of notes internally and to Client and provides follow-up on open issues
• Follow up with Clients regarding a variety of issues. Tracks and follows up to ensure resolution of issues.
• Assist in the collation & coordination of the client handover packs ensuring that each
• apartment has a handover pack presented to the client
• Manage and maintain handover appointment calendars for each handover ensuring
• that cover is always in place and that the timing of handovers is effective.
• Ensure complaints are registered/tracked and responded promptly and with urgency
• Monitor overdue customers and make recommendations to initiate default and termination processes
• Execute the administration of the default and termination processes
• Manage the key handover process to customers as per the handover strategy and administer settlement payments and handover documentation including title deed transfer
• facilitating transfers and mortgage registration/discharge for both off plan and ready units

2. Post-Handover Responsibilities

• Managing if the defects liability period with end users related to the 1st year after handover.
• Assist in arranging community events, market days and community engagement sessions to activate the community

3. General Responsibilities

• Coordinate with the Data Management team to ensure the integrity of customer data and adherence to transaction and post-transaction processes.
• Anticipates and identifies CRM opportunities and works with management, sales and operations personnel to prioritize those opportunities.
• Escalate any and all concerns to Associate Manager- Customer Relations for resolution including communication with the Client where appropriate
• Conduct regular customer research and feedback surveys.
• Knows all pertinent project requirements (program, design, up-sell, cross-sell, etc)
• Implement internal process workflows.
• Monitor and review the performance of the external call center operations and performance.

Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)

The candidate should be able to grasp the complexity of customer journey in a property life cycle. The ideal candidate will have strong communication and interpersonal skills with ability to manage and build relationships with customers and internally.

Other Context (if applicable):

• Excellent Written & Verbal communication in English and Arabic.
• Ability to work under pressure, result driven and demonstrates the ability to take on additional responsibilities
• Exceptional Communication and Customer Service Skills

Functional/Technical Competencies:

Good planning and organizing skills in order to manage priorities

Strong sense of accountability for projects tasks assigned

Personal Characteristics and Required Background:

Ability to demonstrate patience and handle unexpected complaints or events in a professional manner with a calming presence.

Minimum Qualifications/education

• Bachelor Degree or Diploma

Minimum experience

• Minimum of 2-3 years Experience in similar field