Client Care Manager

Business OverviewFounded in 1896, Knight Frank has grown to become the world’s largest privately owned global property agency and consultancy. Headquartered in London with 418 offices, employing more than 20,000 people, spanning six continents, Knight Frank provides the highest standards of quality and integrity in global residential and commercial property advisory services.Knight Frank Middle East provides integrated residential and commercial real estate transaction, consultancy, and management services with offices in Dubai, Abu Dhabi, Doha, Bahrain, Riyadh and Jeddah. The MEA region also comprises the continent of Africa where there are boundless career opportunities via our network in Egypt, Nigeria, Kenya, Uganda, Tanzania, Zambia, Malawi, Botswana, Zimbabwe and South Africa.Job SummaryIn a fast paced, demanding and dynamic environment, you assist in understanding and actioning client feedback, cross selling and following up on business leads through your regular interactions with our top tier B2B, B2C, B2G clients and prospects. In partnership with the MEA Managing Director and Head of MENA Research you will identify, key client targets, actionable leads and ensure appropriate introductions and follow ups are made within the business through close coordination with the relevant Partners and service line head/s.You will coordinate with the UK business development team to ensure best practice is adopted in all your client interactions. It will also be crucial to appropriately capture and disseminate the client feedback received through regularly diarised meetings with the Partners of the firm, the MEA Managing Director, Head of MENA Research.You will be an advocate and champion for Knight Frank MENA and all the services offered by the business. The role will also extend to assisting with client profiling, suggested outreach and tracking of the business we undertake for various clients to understand trends, areas to cross sell services and the perception of the quality of our deliverables.Client Care Feedback Interviews❖ Adapt the approach taken by our UK BD team for Client Care feedback, being mindful of Middle East client sensitivities and make client approaches via telephone to capture client feedback across all MENA service line clients❖ Ensure regular, succinct and timely dissemination of the above feedback in appropriate formats to the MEA Managing Director and Head of MENA Research and where relevant, HR so the feedback can be incorporated into annual appraisal discussions❖ Work with a technical auditor to provide a comprehensive and regular report/presentation on client engagement by each service line❖ Work with the MEA Managing Director to adapt the business strategy, based on feedback received. The key here will be to capture opportunities that arise through your client interactions, so will need to be meticulous in your record keeping, transfer and follow up of all leads into service lines❖ Evolve the profile and questions that are asked of our clients to suit their background: Family offices, UHNWI, Institutions, SWF, Corporate Occupier etc.Cross Selling & Business Development❖ Devise, document and implement a regular program of client calls across B2B, B2C and B2G segments. The list of clients to be contacted will be agreed with the Finance Associate Partner, MEA Managing Director and Head of MENA Research❖ You will use these calls as an opportunity to gather feedback using an approved feedback questionnaire, while also identifying gaps in clients’ understanding of our services and cross selling, as necessary❖ You will work closely with the Head of MENA Research and Marcoms Associate Partner to adapt client engagement strategies planned with existing Research outputs and/or Marcoms initiatives, campaigns and/or events.❖ Maintain and develop a system of oversight of all pitches/tenders and ensure cross selling of services, as appropriate. Make suggestions on how these can be improved, enhanced and tracked.❖ Understand the volumes and nature of referral across the business into key clients and help foster a more joined up engagement plan.❖ You will use our CRM ‘HUB” and update engagements and comments using feedback from the above and as appropriate.Client Outreach❖ You will also assist the MEA Managing Director, Head of MENA Research and service line heads in the development of client target lists❖ You will also lead, document and regularly report on your outreach initiatives to target clients❖ Assist in the generation and cleansing of HUB client lists, providing feedback to relevant service lines as needed❖ You will work with the Client Care Executive to devise, implement and report on a regular program of sending key clients and prospects corporate gifts, hard copy Research material and also the development of client invitation lists, which you will be responsible for leading and following up on, in coordination with the Marcoms Associate Partner and the Head of MENA Research❖ You will work with the Head of MENA Research to ensure a regular Client Outreach Program is developed and run, for instance through client presentation roadshows of our latest research outputs, as well as any relevant global publications, as guided by the Head of MENA Research