Community Manager
Emaar Misr
Total years of experience :28 years, 11 Months
• Responsible for hiring, training and building a CM team
• Responsible for Living Zones (where units are ready for handover) in all ways including but not limited to security, cleanliness, access points, and workers.
• Responsible for creating and implementing policies and agreements between all parties that are involved in a Living Zones including Construction, Security, Facility Management, and Development.
• Responsible for any owner requests/complaints.
• Responsible for communications with customers.
• Responsible for building a sense of Community through events and activities.
• Responsible for making sure that owner needs in the community are met which include services and amenities.
• Responsible for opening and operating all the Community Centers and the services they offer.
• Monitor and ensure that Facility Management services are outstanding and complete.
Ensuring Customer Excellence in all of the following:
Responsible for clients after signing of the sales contract including:
o Modifications
o Financial requests (delaying payments, financial statements, payment queries,
rescheduling)
o Client communications (news, construction updates)
o Creating and implementing a client loyalty program
o Technical requests
o Non-technical requests (cancellation, consolidation)
o Technical problems (e.g. Unit as-built not matching with contract drawings)
Responsible for Collections (client outstanding payments)
Responsible for Handover
Responsible for Community Management (post-Handover):
o Public areas to be in tip top shape (landscape, clubhouse, swimming pools) o Services for the client’s home
o Basic services on site (basic groceries, laundry)
o Emergency services in place
o Events for residents
o All client requests after handover o Access Control & Permits
Responsible for FM/Operations
o Assess, Monitor and work with different providers as well manage in-house team
(MEP, Security, Housekeeping, Pest Control, Waste Management)
Ensuring Customer Excellence in all of the following:
Responsible for clients after signing of the sales contract including:
o Modifications
o Financial requests (delaying payments, financial statements, payment queries,
rescheduling)
o Client communications (news, construction updates)
o Creating and implementing a client loyalty program
o Technical requests
o Non-technical requests (cancellation, consolidation)
o Technical problems (e.g. Unit as-built not matching with contract drawings)
Responsible for Collections (client outstanding payments)
Responsible for Handover
Responsible for Community Management (post-Handover):
o Public areas to be in tip top shape (landscape, clubhouse, swimming pools) o Services for the client’s home
o Basic services on site (basic groceries, laundry)
o Emergency services in place
o Events for residents
o All client requests after handover o Access Control & Permits
Responsible for FM/Operations
o Assess, Monitor and work with different providers as well manage in-house team
(MEP, Security, Housekeeping, Pest Control, Waste Management)
Responsible for locating potential operators and service providers, negotiating terms of agreement, working with legal to formulate and finalize contracts.
Responsible for formulating and implementing operations plan to be in place before the opening of the club.
Responsible for handling relationship with shop tenants, operators and trainers.
Responsible for hiring, training and building a CM team
Responsible for Living Zones in all Emaar Misr projects (where units are ready for
handover) in all ways including but not limited to security, cleanliness, access points, and
workers.
Responsible for creating and implementing policies and agreements between all parties
that are involved in a Living Zones including Construction, Security, Facility Management,
and Development.
Responsible for any owner requests/complaints.
Responsible for communications with customers.
Responsible for building a sense of Community through events and activities.
Responsible for making sure that owner needs in the community are met which include
services and amenities.
Responsible for opening and operating all the Community Centers and the services they
offer.
Monitor and ensure that Facility Management services are outstanding and complete.
Worked with corresponding departments to set SLAs which were reviewed/revised every
quarter.
Worked closely with the Call Center during inbound/outbound campaigns. Endeavored to
improve the Customer experience by closely monitoring requests sent through the Call Center to ensure prompt problem resolution. Utilized Call Center conducted Customer Satisfaction Survey results to improve areas of weakness.
Responsible for a client base of over 6000 clients in 19 different projects
Responsible for all client issues from once the contract is signed, until the client resides in his/her home and the project is handed over to the Resident’s Association.
Trained and Recruited Team of 35 members
Set up process and system
Manage Team responsible for modifications and Technical Issues
Manage Team based in the different construction sites
Manage Team responsible for Customer Complaints and Requests
Manage Team responsible for Bounced Checks - Collections
Responsible for handing over completed units and for monitoring the handing over plan with all the Project Managers of the different areas. Delivered over 1000 homes to date.
Communications with customers for special issues and construction updates
Handle escalated and critical cases
Liaise with all concerned departments to solve problems (Finance, Sales, Contracts, Legal, Construction, Engineering, Facility Management, QC, IT)
Designed and implemented a new Customer Care Helpdesk ticketing system as well as a system specialized for bounced cheques, both of which were integrated into the existing CRM.
Implementation of CRM Oracle System
Fine tuning and verification of database
Customer complaints
Customer exception requests
Customer Loyalty and Retention Programs
Communications with customers
Call Center
Customer Care Policies and Procedures
Responsible for creating & managing all company systems
Responsible for creating new business and real estate opportunities
Responsibe for recruiting and training new staff
Responsible for gathering, sorting, arranging and disseminating information for new projects
Responsible for the design and followup of the CRM and websites
Responsible for overseas sales
Attended overseas exhibitions
Responsible for local and international sales channels
Work closely with real estate developers on technical, sales, and marketing matters
Responsible for running E-Dar Headquarters
Developed franchise manual and system
Created and implemented reporting system for franchises (6 in total)
Increased annual revenue by 400% after the first year
Greatly improved the E-Dar Real Estate Guide, systemized it’s monthly publication, and turned it into a revenue source
Responsible for selling franchise
Responsible for running the Maadi branch
Created inventory database
Built team of buyer and seller agents
Trained the sales team and followed up on them
Responsible for setting up, training, and supporting new franchises
Created Franchise Manual
Involved in system localization
Involved in setting up system
Responsible for website content
Responsible for HR
Member of marketing committee
Set up an efficient office system and managed all office operations (filing, manager’s schedule, correspondence)
Was responsible for minor decision making
Liaised between production department and other departments
Was responsible for follow-up of staff assignments
Was given additional responsibility of production planning
Involved in order processing and customer complaints
Assisted in all real estate functions
