Aldar Properties PJSC

Associate – Customer Journey and Communication (BB-5533B)

Found in: Neuvoo Premium AE

Description:

Job Role: Associate– Customer Journey andCommunication

JOBPURPOSE

  • Assist inimproving the effectiveness and efficiencies of Customer Managementjourneys and communications
  • Assist in theexecution of Aldar Customer touchpoints through identification ofimprovement initiatives based on assessment of bottlenecks andbenchmarking.

ROLESAND RESPONSIBILITIES

  • Support in redefining customer experience strategy,customer journey and integrating & mapping various businessdata sources to develop 360-degree view of customerinsight.
  • Identify and analyze theeffectiveness and efficiencies under each touchpoint, pinpointbottlenecks and improvement opportunities and recommend actionplans to the line manager.
  • Analyze customersatisfaction and behaviors for each journey point, uncover lowsatisfaction trigger, recommend process improvements.
  • Recommend customer journeys, process maps and workflowsas per the above outcomes. Automate process in conjunction withDigital Transformation.
  • Provide inputs tomonthly business review analytics (Customer & productanalytics).
  • Supporting and working closelywith Digital Transformation to implement and monitor CRM platforms(Eloqua, Cloud, portals, ERP and others)
  • Assess SLA’s for each touchpoint, measure andmonitor implementation.
  • Review existingcustomer data and develop guidelines for data entry acrossorganization, ensure integrity and completeness of data and convertto useful information.
  • Ongoing management ofthe Customer Segmentation framework to support CRM - Key Accountmanagement
  • Management of centralized customercommunication covering CRM, Sales and Marketingcampaigns.
  • Support to customer satisfactionmanagement through existing IT planforms and implementation ofcustomer need research
  • Benchmark tools toassess collection of customer data collection
  • Periodically conduct data cleaning and continuousvalidation of customer information.
  • Work withexternal consultants in the implementation of customer journeyinitiatives.

RELATEDYEARS OF EXPERIENCE

  • Min of: 4+ years of experience in CRM or RealEstate

calendar_today5 days ago

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location_onAbu Dhabi, United Arab Emirates

work Aldar Properties PJSC

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