Specialist - Relationship Management

Job Description

Under Market Development sector, CR&M is responsible to ensure a seamless customer journey and to create a customer centric organisation to ensure ADGM meets its growth ambitions.

CR&M division has 4 teams, namely:

• Onboarding
• Relationship management
• Analytics & Continous Improvement
• Customer Contact Centre

Under the Relationship Management team, the incumbent shall be responsible for helping customers by effectively managing their queries, supporting their specific needs and achieving desired levels of satisfaction by providing regular updates.

This role involves interacting with existing customers to develop relationships that promote retention and growth post onboarding of clients in ADGM. Additionally, as the SPOC for customers, the specialist will proactively engage them in upsell activities and engage in retention engagement. This role will require following up with customers on various operational matters such as financial statement submissions, renewals, etc.

Responsible for developing the customer relationships that promote retention and growth. Specifically; Establishing clear goals and objectives in relation to customer retention and growth.

• Supporting customers on their specific needs and achieving desired levels of satisfaction by providing insights and updates.
• Act as a liaison between clients and the ADGM ecosystem ensuring that all communication is clear and timely.
• SPOC to support customers in upselling activities (upgrade license, adding activities, etc.).
• Execution of customer retention strategies (for companies intending to deregister).
• Collaborate with Marcoms and Business Development on events and initiatives.
• Act as a primary point of contact for customers providing timely and effective support to meet their specific needs and ensure their satisfaction.
• Proactively identifying and resolving customer complaints, queries as well as offering value-added upsell activities.
• Contribute to increase customer engagement and reduce the risk of customer churn.
• Continue to learn and analyze customer feedback and provide inputs to improve the services.

Generic Accountabilities

• Understand, adopt, adhere to and practice responsibilities or controls as per ADGM Information Security policy and as per best practices explained in the induction and awareness sessions.
• Confidentiality, Integrity and availability of the ADGM Information shall be maintained at all times i.e. within as well as outside ADGM.

Education:

• Bachelor’s degree or equivalent.

Work Experience:

• 4-6+ years of relevant experience in Customer Success Management and relationship management.

Skills Needed:

• Excellent written and verbal communication skills.
• Experience in addressing key customer needs.
• Proficient with a CRM platform.
• Ability to analyze customer data and feedback to identify opportunities for improvement.
• Ability to manage multiple priorities and work in a fast-paced environment.

About The Team

Abu Dhabi Global Market is an award-winning international financial centre strategically located in the capital of the United Arab Emirates.

Established by UAE Federal Decree, ADGM’s jurisdiction extends across the entire 114 hectares of Al Maryah Island.

ADGM's three independent authorities - the Registration Authority (RA), the Financial Services Regulatory Authority (FSRA) and ADGM Courts - together ensure that its business-friendly environment operates in line with international best practices, recognised by major financial centres worldwide.