Vice President - CRM

 For one of our esteemed customers, we are seeking a highly skilled Vice President CRM.

The primary responsibility of this role is to manage and drive the growth of CRM to optimize performance and achieve business objectives. This includes ensuring customer satisfaction, delivering an excellent handover experience, and fostering customer loyalty.

In addition, the VP of CRM will be responsible for identifying upcoming risks and managing existing cases such as litigation, disputes, units not handed over for more than a year, terminations, and other critical issues. The goal is to develop a standardized and efficient process for service delivery and customer engagement.

If you are passionate about leading CRM initiatives and improving customer experiences, we invite you to apply!

Functional Accountabilities

• Manage and develop a dedicated account management team to serve Elite clients, Top broker clients and distinguished clients
• Attend and actively participate in senior staff meetings, offering new concepts and ideas, insights and recommendations on policy, procedures, automation and other topics that ultimately impact the overall quality of services
• Ensure the team understands the purpose and benefits of tasks or duties, and demonstrate commitment by getting involved with their progress
• Ensure employees are in proper and orderly appearance and conduct and behaving in an appropriate manner
• Manage and approve the working schedule for the team to consistently meet the internal and external deadlines
• Co-ordinate with all departments concerned in order to maintain CRM functions properly
• Manage the business’s day-to-day client relations protocols, their refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms.
• Manage the formation of ongoing CRM strategies as well as the weekly/monthly/annual departmental calendars that enables the optimization of clients’ lifetime value.
• Oversee the relationship with clients handled by your team.
• Identify and implement training programs for employees on clients service skills, new products, and company policies for stuff development through identifying skills needs
• Monitor client behavior and satisfaction levels to identify opportunities for improvements in services offered by the company
• Review client data to identify potential problems or issues that may require immediate attention
• Ensure daily supervision of team members to ensure the correct workflow and accuracy of work.

Team Supervision

• Organize and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to the assigned team on processes and soft skills to support their overall development.
• Promote the organization’s values and ethics in all activities within the team to support the establishment of a value-driven culture within the organization.

Policies, Systems, Processes & Procedures

• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the organization.

Continuous Improvement:

• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction

Reporting:

• Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.
• Operates within the framework and boundaries of the company policies as well as overall organizational and governance frameworks.
• Authorised to take decisions as per the approved authorization matrix.