Aldar

About Aldar

Associate – Customer Journey and Communication (UAE national Only) - (20000007) Description JOB PURPOSE Assist in improving the effectiveness and efficiencies of Customer Management journeys and communications Assist in the execution of Aldar Customer touchpoints through identification of improvement initiatives based on assessment of bottlenecks and benchmarking. ROLES AND RESPONSIBILITIES Support in redefining customer experience strategy, customer journey and integrating & mapping various business data sources to develop 360-degree view of customer insight. Identify and analyze the effectiveness and efficiencies under each touchpoint, pinpoint bottlenecks and improvement opportunities and recommend action plans to the line manager. Analyze customer satisfaction and behaviors for each journey point, uncover low satisfaction trigger, recommend process improvements. Recommend customer journeys, process maps and workflows as per the above outcomes. Automate process in conjunction with Digital Transformation. Provide inputs to monthly business review analytics (Customer & product analytics). Supporting and working closely with Digital Transformation to implement and monitor CRM platforms (Eloqua, Cloud, portals, ERP and others) Assess SLA’s for each touchpoint, measure and monitor implementation. Review existing customer data and develop guidelines for data entry across organization, ensure integrity and completeness of data and convert to useful information. Ongoing management of the Customer Segmentation framework to support CRM - Key Account management Management of centralized customer communication covering CRM, Sales and Marketing campaigns. Support to customer satisfaction management through existing IT planforms and implementation of customer need research Benchmark tools to assess collection of customer data collection Periodically conduct data cleaning and continuous validation of customer information. Work with external consultants in the implementation of customer journey initiatives. REPORTING LINES Report to: VP – Customer Journey and Communication Report From: N/A External interaction: N/A FINANCIAL ACCOUNTABILITY: Recommend or Approve Spend: N/A KEY RESULT AREAS: Smooth Customer Journey Touchpoints. Lower customer dissatisfaction levels on touchpoints. Constant benchmarking of tools and data collection methods. Completeness and comprehensiveness of customer data. WORKING CONDITIONS: Regular working hours, office based. YoE/Qualifications/Skills RELATED YEARS OF EXPERIENCE Min of: 4+ years of experience in CRM or Real Estate YOE IN MANAGERIAL POSITION Min of: N/A SECTOR EXPERIENCE Retail estate sector. TECHNICAL AND INTERPERSONAL SKILLS Excellent understanding of CRM strategy, planning, data driven Marketing, CRM and customer life cycle Excellent understating in Real Estate cycle and activities. Excellent command in Financial & Analytical reporting. Logical thinking & problem solving Ability to develop business relationships. Qualifications Bachelor degree or equivalent. Primary Location: AE-AZ-Abu Dhabi Job: Development Management Organization: Commercial Employee Status: Direct Hire Job Type: Standard Job Posting: Feb 13, 2020, 7:09:00 AM

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