Associate – Customer Journey and Communication (BB-5533B)
Found in: Neuvoo Premium AE
Job Role: Associate– Customer Journey andCommunication
- 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.
- 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
location_onAbu Dhabi, United Arab Emirates
work Aldar Properties PJSC