Customer Care Manager

Occupation DescriptionThe Customer Care Manager is responsible for the overall direction, coordination, quality, and productivity of the Customer Care Team. He / She provides excellent customer service and promotes this idea throughout the organization, and all stakeholders. The goal is to keep the department running efficiently and profitably, to increase client satisfaction, loyalty, and retention, and to meet their expectations to achieve the client-centric strategy base in alignment with CED’s strategic direction.Job LocationSplit between the New Cairo Sales Center and the Head Office in El Sheikh Zayed (flexibility/commute between both locations is required).Job ScopeResponsible for department performance reviews, capacity planning, and conducting system audits and analysis.Develop and manage the business customer portfolio.Review customer evaluations concerning service representatives’ work and look for areas that need improvement.Train representatives on new software, products, and service offerings, as well as special sales and promotions.Build, implement, and grow multi-faceted loyalty reward programs to ensure that there is strategic alignment, brand compliance, and delivery of value to customers.Improve customer service experience, create engaged customers, and facilitate organic growth.Follow up with the Customer Care team, to make sure that the team is adhering to the company’s policy and process.Coach and guide the team to make sure that the team is committed to the agreed SLA/ CSAT.Take ownership of customers’ complaints and follow problems through to resolution with the coaching and gaudiness of the Customer Care team. Set a clear mission and deploy strategies focused toward that mission.Develop service procedures, policies, and standards to help and support the team within the scope of work. Assist with organizing promotional events to reach prospective customers.Monitor relationships with existing customers through the systems.Ensure that the system provides an effective sales funnel.Suggest new methods to address customers’ needs.Track marketing metrics and trends, like conversion rates and web analytics.Review and select the software that meets our company’s & department's needs.Ensure quality standards for customer and prospect data capture and enrichment are met.Support the Customer Care team in analyzing City Edge’s customer behavior.Support in the management of customer research for City Edge Developments.Support implementation of a closed-loop VOC program measuring customer satisfaction across all main customer touch points of the organization. In conjunction with and as required by Upper Management, contribute to the formulation and implementation of City Edge’s strategy “ Customer Centric strategy “in line with City Edge’s vision and mission. Ensure that strategy is translated into annual operational business plans and objectives for City Edge’s subsidiaries and departments and that performance is monitored and managed to ensure continuous improvement.Tracks marketing strategy results closely and creates detailed reports with data analysis and other feedback.Education and Most Common Work Experience RequestedBachelor’s Degree in Marketing, Finance, Business, Engineering or equivalent.10-12 years of experience, previous real estate experience is a must.Solid understanding and knowledge of CRM systems and data in offline channels, direct, and events.Proven experience leading a team in a CRM campaign from its conceptualization to its successful completion, demonstrating exceptional leadership and management skills in the process