Customer Relationship Management Manager

Customer Relationship Management Manager

Job Title: Customer Relationship Manager

Location: Dubai, U.A.E

About the Role:

We are seeking an experienced and highly skilled Customer Relationship Manager to join our team at The Luxe Developers. In this dynamic and client-facing role, you will be responsible for managing key customer relationships, addressing complex customer concerns, and ensuring a seamless experience for our clients. Your expertise in resolving issues and proactively managing expectations will be critical in maintaining the reputation and satisfaction levels of our clientele.

We're searching for someone who can think strategically about customer engagement, optimize processes, and work across teams to ensure every customer interaction reflects our brand's commitment to luxury and excellence.

What You'll Do:

Client Relationship Management:

• Build, nurture, and maintain strong relationships with high-value, long-term clients, including investors, homeowners, and commercial property buyers.
• Serve as the primary point of contact for all customer inquiries and escalated issues.
• Proactively reach out to clients to ensure continued satisfaction with their investments and ensure all scheduled payments are on track.

Issue Resolution & Problem Solving:

• Act as a mediator between clients and the internal team to resolve complex customer issues efficiently and effectively.
• Handle clients with professionalism, empathy, and effective communication.
• Address and resolve any customer queries to ensure a positive outcome.
• Implement corrective actions and follow through on resolutions to ensure client satisfaction.
• Provide support to clients throughout the real estate process, including pre-sale, during construction, and post-sale phases.
• Ensure that customers are kept informed about project timelines, delivery schedules, and any changes or updates to their investment.
• Organize and lead meetings, calls, and presentations with clients to provide status updates, resolve issues, and gather feedback.

Conflict Management:

• Demonstrate high-level conflict resolution skills, handling difficult customer interactions and maintaining a professional demeanor.
• Develop strategies to de-escalate tense situations and ensure clients feel heard and valued.
• Work closely with various teams to ensure customer issues are promptly addressed and resolved.
• Provide feedback and insights on customer satisfaction, potential improvements, and overall client experience.

Reporting & Documentation:

• Track and document customer interactions, feedback, and resolutions.
• Interact with client data, log updates and maintain all communications via the internal CRM System.
• Prepare detailed reports on client issues, trends, and resolutions for Operations Director.
• Monitor customer feedback and suggest process or product improvements to prevent recurrence of issues.

Customer Retention & Loyalty:

• Develop and implement customer retention strategies to encourage repeat business and referrals.
• Identify opportunities for cross-selling or upselling additional services based on customer needs.

Customer Satisfaction:

• Regularly survey customers to assess satisfaction levels and identify areas for improvement.
• Act on feedback to continuously enhance the customer experience and address any gaps in service.

What We're Looking For:

Education and Experience:

• Bachelor's degree in Business Administration, Marketing, or a related field (a Master's or certification in CRM tools is a bonus).
• At least 5 years of experience in Customer Relationship Management, ideally with a major developer in the real estate industry or luxury industries.

Skills:

• Problem-Solving Skills: Proven ability to resolve conflicts, manage difficult client situations, and maintain strong relationships despite challenges.
• Communication: Excellent verbal and written communication skills, with the ability to communicate effectively at all levels of the organization and with clients.
• Emotional Intelligence: Strong interpersonal skills and empathy, with the ability to handle sensitive situations and defuse tension.
• Real Estate Knowledge: Deep understanding of the real estate development process, including project timelines, legal aspects, and the customer journey.
• Customer Service Excellence: A passion for delivering exceptional customer service and ensuring a seamless client experience, even under challenging circumstances.

Application Process:

Please submit your resume on [Confidential Information].