Project Manager
Savills
مجموع سنوات الخبرة :20 years, 3 أشهر
• Leading and managing the internal communications and media relations activities.
• Assisting with the design and development of a media relations strategy that promotes,
protects and builds the company’s reputation and ensures alignment with it’s strategies
and priorities.
• Ensuring efficient and effective use of communications channels, reviewing and updating
to meet audience requirements.
• Working closely with retained PR agency.
• Manage all marketing activities (social media, website, portals, digital marketing).
• Preparation (systematically/manually) and execution of new reservation forms subject to
complete/approved booking request by Sales
• Issue notices to buyers and invitation letters to sign SPAs/ execute a milestone payment,
unit Inspection and hand over… as well as pre-reminders, reminders
• Assisting customers with Legal documentation, act as intermediate between client and legal
department.
• Ensure that all agreed CRM systems and processes are followed, maintained and practiced
by the CRM Team.
• Handling the Initial and the final Registration of Sale and Purchase Agreement.
• Key contact with Banks to assist in mortgage funding, payment processing, telegraphic
transfers investigation.
• Analyzing customer call flows and call center reports.
• Evaluating current state of CRM activity and identifying and prioritizing potential CRM
• Set a clear mission and deploy strategies focused towards improving customer service experience, create engaged customers and facilitate organic growth.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Ensure execution of the overall strategy and guidelines for various aspects of customer service at all different projects.
• Support revenue and profitability targets by way of delivering superior customer service experience.
• Achieve the targeted levels of customer service standards within the allocated budget and record any variance along with the causes.
• Ensure understanding and implementation of the customer service standards amongst all projects’ staff.
• Ensure effective training of the customer service staff on the guidelines regarding call center & sales centers customer service standards and customer care.
• Prepare periodic reports for the department and other divisions from the CRM system to be reviewed by the management.
• Create customer satisfaction programs to ensure the highest levels of service delivered to the customers.
• Perform periodic performance appraisals for line reports and other staff according to the agreed KPIs and prepare performance reports for review by the Management.
• Identify the skills and knowledge required by line reports and other staff to perform their assigned tasks, and provide appropriate training opportunities.
• Service & Quality: Developing, implementing and improving the metrics for quality customer service by exercising stringent controls in customer facing processes. Deliver on service and quality standards (TYT, accuracy in data entry, documentation, etc.).
• Complaint Management: Designed and implemented in-house built complaint system to manage resolving & escalating customer problems/issues on an ongoing basis.
• Sales quality check process: Lead distribution management / ROI on leads
• CRM System Admin
• Manage, define & formulate metrics, process flows & KPI’s for Contact Centre.
• Prepare contents for marketing collaterals and training materials to acquaint sales personnel with CRM system.
• Ensure accomplishment of business targets through direct & print marketing.
• Maintain updated organizational website and regularly update social networking sites.
• Maximize market penetration through organization of various events.
• Optimize site for competitive real estate focused keywords.
• Generate and analyze various reports like competitor analysis, post campaign reports.
• Manage events & exhibitions from conception to completion. (City Scape Dubai 2007/IPS 2008/City Scape Dubai 2008/Extravaganza Moscow 2008)
• Prepare marketing proposals/ campaign plans and RFPs for major tenders aligned to business requirements like Banks & Financial Institutions.
• Handle and maintain all branches.
• Ensuring that the business complies with internal and external regulatory and compliance requirements.
• Providing customers with statement of accounts and confirmations.
• Preparation of Brokerage performance and projections reports for the Unit.
• Developing relationship with large and medium scale business houses for seeking potential business for retail banking products.
• Identify from existing target companies the level of penetration required to generate maximum business.
• Knowing the competitor information and updating the Management through the channels.
• Introduce discipline and ensure the success of each team member.
• Manage the team for all queries and approval of retained Credit Cards.
• Delivering training programs to existing & new staff on Customer Service Skills & Software Programs.
• Increase business through company specific packages i.e. mainly to counter competition.
• Continuing the Retention Officer’s responsibilities and achieving the target.
Selleing the Company products (Hotel Cards, Dining Cards, …) and achieving the target.
Bachelors of Business Administration - Marketing CGPA 3.92/4