Deputy General Manager - CRM

Job Purpose

• Overseeing the implementation and governance of CRM processes to enhance customer engagement and operational efficiency. Build state of the art customer centricity model for long term.
• Ensuring alignment of customer relationship strategies with business objectives, driving continuous improvement and innovation.
• Facilitating superior customer experiences, increasing customer satisfaction, loyalty, and advocacy.
• Providing strategic direction and operational insights to optimize CRM performance and support organizational growth.
• To reinforce companys commitment to excellence in customer service, ensuring the brand maintains its reputation for quality and reliability.
• To drive strategic outcomes that support the organization’s vision of delivering unparalleled value to its customers.

Job Responsibilities

• CRM Process Optimization
• Streamlined CRM operations and enhanced efficiency.
• Develop and refine CRM strategies, policies, and workflows.
• Identify gaps and implement improvements
• Customer Satisfaction Enhancement
• Improved customer satisfaction and loyalty.
• Monitor customer feedback and satisfaction metrics (CSAT, NPS).
• Implement initiatives to address customer concerns
• Team Leadership and Development
• A high-performing, motivated, and aligned CRM team.
• Provide guidance and training to the CRM team.
• Ensure alignment with company objectives and customer-centric values.
• Power trainings & World class grooming
• Cross-Functional Collaboration
• Unified approach to customer management across departments.
• Work closely with Sales, IT, and Operations, Finance, Legal, Communities to ensure seamless customer experiences.
• Conduct CFT meetings regularly.
• Lead joint initiatives for customer engagement.
• Technology and Innovation
• Adoption of advanced CRM solutions and practices.
• Leverage CRM technologies and tools to enhance customer interaction and data management.
• Stay updated on emerging trends and developing on the NICE state of the art omni channel.
• Performance Monitoring and Reporting
• Data-driven decision-making and strategic planning.
• Track CRM metrics and KPIs- NPS & CSAT measurement
• Provide regular performance audits – maker checker process
• TQM
• Compliance and Quality Assurance
• CRM processes that are compliant and meet the highest quality standards.
• Ensure adherence to company policies and regulatory requirements in CRM practices.
• Conduct regular audits and quality checks.
• Customer Experience Innovation
• Enhanced customer retention and advocacy.
• Design and implement customer-first initiatives.
• Create programs that anticipate, and address customer needs proactively.
• Innovation and Idea space workshops
• Strategic Contribution
• Alignment of CRM function with Sobha's vision for excellence and growth.
• Contribute to the development of the organization’s strategic goals from a CRM perspective.
• Align CRM objectives with broader business targets.