Senior Associate – Customer Strategy, ALDAR Properties, Abu Dhabi

 Senior Associate – Customer Strategy, ALDAR Properties, Abu Dhabi

ROLES AND RESPONSIBILITIES

 

•Drive Customer experience and operational excellence programs delivery aligned to business objectives and outcomes.

•Analyze customer intelligence insights to ensure smooth execution of end-to-end customer journey.

•Identify customer pain points and recommend mitigations

•Develop data-driven analytical reporting using business intelligence visualization tools i.e.,Tableau, Microsoft PowerBI, etc. to achieve autonomous customer management and operational dashboard.

•Provide detailed project management reports to all internal stakeholders.

•Collaborate with business heads to identify and assess bottlenecks and improvement opportunities identified via assessing effectiveness and efficiencies under each customer touchpoint and operational transactions.

•Work with Sales, Marketing team to ensure we have a well-optimized leads to sales journey

•Work closely with the internal audit, centre of excellence and customer-centricity team based on the annual reports, ensuring compliance, governance and service quality are maintained at all times.

•Based on the voice of the customer from the customer experience management platform Qualtrics, pinpoint customer satisfaction and behaviours for each journey point, uncover low satisfaction trigger, recommend journey/process improvements.

•Monitor availability and channel performance, revenue generation, budget utilization and take actions to be able to be meet targets and department KPIs.

•Develop and implement SLA’s for each touchpoint with respective teams to achieve service quality.

•Review existing customer data entry process and provide guidelines for data entry to ensure proper integrity is maintained within various CRM and reporting systems.

•Ongoing management of the Customer Segmentation framework.

 

Qualifications

 

YoE / QUALIFICATIONS / SKILLS

RELATED YEAR OF EXPERIENCE

Min of: 6+ years of experience in Customer Management and Data Analytics in a real estate developer industry

YOE IN MANAGERIAL POSITION

Min of: N/A

SECTOR EXPERIENCE

•Real estate sector

TECHNICAL AND INTERPERSONAL SKILLS

§Strong background and understanding of Customer Experience management (Voice of customer), CX Strategy Development, CX Operating Model Design, and CX Transformation Strategy Development practices and principles.

§Knowledge in Customer journey and process mapping using various tools like Visio, Aris, etc.

§Understanding of customer data analytics, existing and emerging customer experience related technologies that can add business value

§High integrity with demonstrated ability to work collaboratively through continuous innovation

§Excellent project management skills

§Proven analytical and problem-solving skills and strategic thinking. Ability to visualize and drive process/journey improvement.

§Strong interpersonal skills with the ability to communicate effectively at multiple levels of an organization (verbal and written)

§Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery

QUALIFICATION

Bachelor’s degree; MBA preferred.

Apply Here:

https://aldrecruit.taleo.net/careersection/ex/jobdetail.ftl

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