Senior Manager CRM - CDU6 - 20004854

Job Purpose

The Sales & Leasing Performance Unit (PU) within Qiddiya is responsible for developing best practice sales and leasing standards and expertise within the organization. Strategic objectives include ensuring the development of sales and leasing best practices to support the Sales & Leasing Operations team within the organization, ensuring consistency across projects, supporting the ongoing training & development of sales and leasing team members, and providing guidance and support as it relates to implementation of procedures and tools.

The Sales & Leasing PU develops and manages policies and procedures, standardized documents and templates, sales and leasing tools, and sales and leasing operations. The unit will also develop and manage an online training academy that will have sales and leasing curriculum as its core function. The unit will further develop and manage the sales and leasing customer journey to support the requirements for sales and leasing of each of the asset class development Business Units, including CRM, digital tool requirements and experience center requirements and ongoing management of the Sales and Leasing operations. The Sales & Leasing PU team will also provide current market intelligence and benchmarking as required to support the sales and leasing team.

The Senior Manager of Customer Service Relationship Management (CRM) is to lead our customer relationship management strategies and initiatives for the Sales and Leasing functions. The ideal candidate will have a strong background in CRM systems, data analysis, and customer engagement strategies, with a proven track record of driving customer satisfaction and loyalty.

Role Description

Core Accountabilities

Responsibilities include, but are not limited to:

Strategic Responsibilities

Team Leadership:
Lead and mentor a team of CRM professionals, fostering a collaborative and high-performance culture.
Oversee the training and development of team members to ensure they are equipped with the necessary skills and knowledge.

Data Management:
Manage the CRM database, ensuring data integrity and accuracy.
Analyze customer data to identify trends, preferences, and behaviors that inform marketing strategies.

Cross-Functional Collaboration:
Collaborate with marketing, Asset Class Business Units Sales and Leasing operational teams, and customer service teams to align CRM initiatives with overall business objectives.
Work closely with IT to ensure the CRM system is effectively integrated with other business systems.

Performance Measurement:
Establish key performance indicators (KPIs) to measure the effectiveness of CRM initiatives.
Regularly report on CRM performance and make recommendations for improvements.

Customer Engagement:
Design and implement customer loyalty programs and initiatives to enhance customer satisfaction.
Develop targeted marketing campaigns based on customer segmentation and behavior analysis. Technology Integration and Optimization:

Technology Utilization:
Stay updated on the latest CRM technologies and trends, recommending tools and solutions that enhance CRM capabilities.

Oversee the implementation and optimization of CRM software and tools.

Operational Responsibilities

Operational Management:

Oversee the day-to-day operations of the CRM system, ensuring data integrity and optimal performance.
Manage the CRM team, providing guidance and support to ensure effective execution of CRM initiatives.
Data Analysis and Reporting:
Analyze customer data to identify trends, insights, and opportunities for improvement in customer engagement.
Prepare and present regular reports on CRM performance metrics to senior leadership.
Customer Segmentation and Targeting:
Develop and refine customer segmentation strategies within Sales and Leasing of the different assets and working with Marketing  to tailor marketing efforts and improve targeting.
Implement personalized communication strategies based on customer behavior and preferences.
Process Improvement:
Identify and implement process improvements to enhance the efficiency and effectiveness of CRM operations.
Ensure best practices in CRM usage across the organization.

Training and Development:
Provide training and support to staff on CRM tools and best practices.
Foster a culture of continuous learning and improvement within the CRM team.
Vendor Management:
Manage relationships with CRM vendors and service providers to ensure optimal service delivery and support.
Evaluate and recommend new CRM technologies and tools as needed.
Compliance and Data Governance:
Ensure compliance with data protection regulations and company policies regarding customer data management.
Implement data governance practices to maintain data quality and security. People Responsibilities

Performance Management:

Set performance goals and objectives for individual team members.

Conduct regular performance evaluations and provide feedback.

Recognize and reward high performance, and address performance issues promptly.

Promotion of Organizational Values and Culture:

Lead by example in promoting the organization's values and culture.

Uphold ethical standards and integrity in all aspects of leadership and decision-making.

Serve as a role model for professionalism, respect, and collaboration within the organization.

Knowledge, Qualifications & Skills required

Essential (must have to perform the role)

Bachelor’s degree in business administration, Marketing, or a related field; Master’s degree preferred.
12+ years of experience in CRM management or a related field, with at least 3 years in a leadership role.

Proven experience in leading and supporting the implementation of Customer Relationship Management (CRM) systems in real estate sales and leasing, including the ability to define project scope, develop implementation plans, and manage cross-functional teams throughout the deployment process.
Demonstrated expertise in configuring CRM platforms to meet organizational needs, ensuring seamless integration with existing systems and processes.
Strong understanding of best practices in CRM implementation in real estate, including data migration, user training, and change management strategies to drive user adoption and maximize system effectiveness. Strong analytical skills with the ability to interpret data and make data-driven decisions.
Proficiency in CRM software (e.g., Microsoft dynamic, Salesforce, HubSpot) and data analysis tools.
Excellent communication and interpersonal skills, with the ability to build relationships across all levels of the organization.

Proven ability to lead projects and manage multiple priorities in a fast-paced environment.

Desirable (advantageous)

·       Arabic speaker – Written & Spoken