Assistant Vice President - Customer Happiness

ALDAR

Roles And Responsibilities

• Manage customer relationships in a structured way through efficient account planning and management throughout the design, construction and hand-over lifecycle
• Manage the interaction between Account Managers and customers at key check points in the Procurement, Design, build, handover and final warranties / liabilities stages
• Provide guidance to customers with the selection of the right consultants, give advice during the design phase, with choosing the right contractor
• Organize efficient management of customer accounts whilst observing adherence to the policies and procedures:
• Ensure high-quality communication to the customer whenever needed to develop a good relationship
• Ensure demands / issues are addressed and attended to in a timely
• Ensure accurate collection of requirements and development of customer profiles
• Ensure customer information are captured accurately and recorded in Teyaseer database / CRM
• Ensure high level of customer satisfaction across all touchpoints from the beginning to the end of the villa completion and handover
• Embed the use of required digital tools and information systems within the Customer Happiness Division to efficiently retrieve and archive customer information
• Organize customer surveys and customer insight metrics to gather inputs on customer preferences
• Pinpoint customer satisfaction and behaviors for each journey point, uncover low satisfaction trigger, recommend process improvements
• Leverage on customer insight metrics, assess bottlenecks and identify potential areas for improvement to enhance effectiveness and efficiencies at each touchpoint
• Periodically conduct data cleaning and continuous validation of customer information

Technical And Interpersonal Skills

• Proven experience Excellent Good understanding of Customer Relations and Services
• Strong knowledge of CRM
• Good understanding of the Design and build journey for residential Project
• Proven strategic thinker with track record of innovation
• Strong conflict resolution/management skills
• Strong communication and interpersonal skills
• Must be able to read, write and speak Arabic