Senior Manager CRM
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Key skills for this role
About the Role
Lead customer relationship management strategies, manage data integrity, enhance customer engagement, and mentor a CRM team to drive satisfaction and loyalty.
Key Skills for This Role
Responsibilities
- Lead and mentor a team of CRM professionals
- Manage the CRM database, ensuring data integrity and accuracy
- Analyze customer data to identify trends, preferences, and behaviors
- Collaborate with marketing, sales, and customer service teams to align CRM initiatives
- Establish KPIs to measure effectiveness of CRM initiatives
- Design and implement customer loyalty programs
- Oversee the implementation and optimization of CRM software and tools
- Ensure compliance with data protection regulations
Requirements
- Strong background in CRM systems, data analysis, and customer engagement strategies
- Proven track record of driving customer satisfaction and loyalty
- Experience in team leadership and mentoring
Full Job Posting
Job Purpose
- The Sales & Leasing Performance Unit (PU) within Qiddiya is responsible for developing best practice sales and leasing standards and expertise within the organization.
- The Senior Manager of Customer Service Relationship Management (CRM) is to lead our customer relationship management strategies and initiatives for the Sales and Leasing functions.
- The ideal candidate will have a strong background in CRM systems, data analysis, and customer engagement strategies, with a proven track record of driving customer satisfaction and loyalty.
Strategic Responsibilities
- Lead and mentor a team of CRM professionals, fostering a collaborative and high performance culture.
- Manage the CRM database, ensuring data integrity and accuracy.
- Analyze customer data to identify trends, preferences, and behaviors that inform marketing strategies.
- Collaborate with marketing, Asset Class Business Units Sales and Leasing operational teams, and customer service teams to align CRM initiatives with overall business objectives.
- Establish key performance indicators (KPIs) to measure the effectiveness of CRM initiatives.
- Design and implement customer loyalty programs and initiatives to enhance customer satisfaction.
- Develop targeted marketing campaigns based on customer segmentation and behavior analysis.
- Stay updated on the latest CRM technologies and trends, recommending tools and solutions that enhance CRM capabilities.
- Oversee the implementation and optimization of CRM software and tools.
Operational Responsibilities
- Oversee the day to day operations of the CRM system, ensuring data integrity and optimal performance.
- Manage the CRM team, providing guidance and support to ensure effective execution of CRM initiatives.
- Analyze customer data to identify trends, insights, and opportunities for improvement in customer engagement.
- Prepare and present regular reports on CRM performance metrics to senior leadership.
- Develop and refine customer segmentation strategies within Sales and Leasing of the different assets.
- Implement personalized communication strategies based on customer behavior and preferences.
- Identify and implement process improvements to enhance the efficiency and effectiveness of CRM operations.
- Provide training and support to staff on CRM tools and best practices.
- Manage relationships with CRM vendors and service providers to ensure optimal service delivery and support.
- Ensure compliance with data protection regulations and company policies regarding customer data management.
People Responsibilities
- Set performance goals and objectives for individual team members.
- Conduct regular performance evaluations and provide feedback.
- Recognize and reward high performance, and address performance issues promptly.
- Lead by example in promoting the organization's values and culture.
- Uphold ethical standards and integrity in all aspects of leadership and decision making.
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