Customer Relationship Management Specialist

Customer Relationship Management Specialist

Khales Project Management and Consultancy is a prestigious firm in the UAE, known for specializing in high-end luxury architectural design, construction management, and project execution. Our dedication to superior quality and innovative design has led us to manage a diverse portfolio, including luxury villas, high-end residential complexes, premium commercial spaces, and bespoke hospitality ventures. We are looking to hire a CRM Specialist to strengthen our customer engagement and marketing efforts.

Position Overview:

The CRM Specialist will be responsible for developing and managing customer relationships across multiple channels, ensuring that the company builds strong, lasting connections with both current and prospective clients. The role focuses on maximizing client retention, enhancing customer experience, and implementing CRM strategies that drive business growth. The ideal candidate will have a deep understanding of CRM software, data analytics, and customer lifecycle management.

Key Responsibilities:

1. CRM Strategy Development and Implementation:
   • Develop and execute CRM strategies to enhance customer acquisition, retention, and loyalty.
   • Analyze customer data to identify trends, opportunities, and pain points.
   • Collaborate with the marketing team to align CRM strategies with overall marketing goals and campaigns.
2. Customer Data Management and Segmentation:
   • Manage and optimize the CRM database, ensuring data accuracy and cleanliness.
   • Segment customer lists for targeted marketing campaigns based on behavior, preferences, and demographics.
   • Use CRM data to create personalized customer journeys and engagement plans.
3. Customer Relationship Management:
   • Serve as the main point of contact for customer inquiries, concerns, and feedback, ensuring that each client feels valued and heard.
   • Develop and maintain strong relationships with clients to understand their needs and preferences.
   • Use CRM tools to track customer interactions, ensuring consistent follow-ups and service delivery.
4. Campaign Management and Automation:
   • Design and implement automated email and SMS campaigns to engage customers at various stages of the lifecycle.
   • Develop targeted offers, promotions, and communications based on customer behavior and preferences.
   • Analyze the performance of campaigns, adjusting strategies based on data insights to improve engagement.
5. Reporting and Analytics:
   • Track and report on key CRM metrics, including customer retention rates, engagement levels, and campaign performance.
   • Provide insights to senior management on customer trends and opportunities for business growth.
   • Prepare detailed reports on CRM performance to support decision-making processes.
6. Customer Feedback and Improvement:
   • Gather customer feedback through surveys, reviews, and direct interactions to continually improve the customer experience.
   • Collaborate with the product and services teams to address any service gaps identified by customers.
   • Implement strategies to reduce customer churn and increase customer lifetime value.
7. Collaboration and Cross-Departmental Coordination:
   • Work closely with the sales, marketing, and customer service teams to ensure seamless communication and customer service delivery.
   • Coordinate with the sales team to ensure leads are followed up effectively and convert into long-term relationships.
   • Assist in creating customer loyalty programs and other initiatives to engage clients and enhance retention.
8. CRM System Optimization:
   • Manage the daily use of CRM software, ensuring the team is effectively utilizing the system.
   • Stay updated on the latest CRM technologies and tools, proposing upgrades or improvements as needed.
   • Troubleshoot issues and ensure the CRM platform runs smoothly for the team.

Qualifications:

Required:

• Education: Bachelor's degree in Marketing, Business Administration, or a related field.
• Experience: Minimum of 3-5 years of experience in CRM management, with a strong background in digital marketing and customer lifecycle management.
• Technical Skills: Proficiency in CRM software (e.g., Salesforce, HubSpot), data analytics tools (e.g., Google Analytics), and Microsoft Office Suite.
• Knowledge: Strong understanding of customer segmentation, database management, and digital marketing techniques.
• Soft Skills: Excellent communication, problem-solving, and organizational skills.

Preferred:

• Certifications: Certification in CRM or marketing automation tools (e.g., Salesforce Certified).
• Experience: Experience in the luxury or architecture design industry is a plus.
• Language: Fluency in Arabic is an advantage.