Main elements of the Senior CRM Manager's
§ Create & structure the customer service division including the call center
§ Supervise a team of customer service representatives & sales
administration representatives
§ Provide exiting clients with correspondences for payments, progress of
construction for a project, hand over or new service implemented.
§ Correspond with new clients regarding new launches advices
§ Meet clients face to face & forward their requests to the managements
§ Handle customer complains in a positive and constructive manner
§ Play a major functional link between sales, legal, finance & other related
departments
§ Coach the CRM team members periodically & provide daily, weekly & monthly
reports in term of KPI’s & other major factors that are related to call
center environment
§ Arrange weekly rotating roaster among all CRM team members
§ Outsource and subcontract services when required such as the call center
when needed
§ Develop and implement CRM strategy , CRM initiatives, programs, trainings
and schemes
§ Manage & supervise after sales services
§ Manage and supervise the 800 number operations
§ Update & follow up on department policies & procedures within agreed
deadlines.
§ Drive the selection and manage implementation of a new CRM system
including the recommendation of software and hardware
§ Manage customer database
§ Update related implementation procedures (Reservation forms, check lists,
forms, Sales & Purchase agreements, attachments, etc).
§ Coordinate with government agencies on all issues associated with sales
documentations.
§ Prepare weekly, monthly & quarterly reports (contract status, Nationality
mix, clients follow up reports, pending issues, etc)
§ Manage data sourcing, updating, listing &, segmentation
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Maria Fatima R. Turo
Associate
ELBAIT MANAGEMENT CONSULTANCY
Ofc. no. 302, 3rd flr.
Property Investment Market Building
P.O Box 29915
sharjah, U.A.E
Tel: +971 6 575 8188
Fax: +971 6 575 8288
Mobile: +971 50 2529349
Email: fat...@elbait.ae
fatima2r...@gmail.com
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