Senior Manager CRM CDU📣 إعلان

About Qiddiya and the Role

Qiddiya, located in Riyadh, is establishing a Sales & Leasing Performance Unit responsible for developing best practice standards and expertise across its projects. This unit focuses on ensuring consistency, supporting team development, and managing policies, tools, and the customer journey, including CRM and digital requirements. We are seeking a Senior Manager, CRM CDU to join our team in a full-time capacity.

Role Overview

The Senior Manager, CRM CDU will lead customer relationship management strategies and initiatives specifically for Qiddiya's Sales and Leasing functions. This role is central to enhancing customer satisfaction and loyalty by leveraging CRM systems, data analysis, and effective customer engagement strategies. The ideal candidate will have a strong background in these areas and a proven track record of driving positive customer outcomes.

Key Responsibilities

• Manage the CRM database, ensuring data integrity and accuracy, and analyze customer data to identify trends, preferences, and behaviors that inform marketing strategies.
• Collaborate with marketing, Asset Class Business Units Sales and Leasing operational teams, and customer service teams to align CRM initiatives with overall business objectives.
• Work closely with IT to integrate the CRM system with other business systems.
• Establish Key Performance Indicators (KPIs) to measure the effectiveness of CRM initiatives, regularly report on performance, and recommend improvements.
• Design and implement customer loyalty programs and initiatives to enhance customer satisfaction, and develop targeted marketing campaigns based on customer segmentation.
• Oversee day-to-day operations of the CRM system, ensuring data integrity and optimal performance.
• Analyze customer data to identify trends, insights, and opportunities for improvement in customer engagement.
• Prepare and present regular reports on CRM performance metrics to senior leadership.
• Develop and refine customer segmentation strategies within Sales and Leasing of different assets, implementing personalized communication strategies.
• Identify and implement process improvements to enhance the efficiency and effectiveness of CRM operations, ensuring best practices across the organization.
• Manage relationships with CRM vendors and service providers to ensure optimal service delivery and support, and evaluate new CRM technologies.
• Ensure compliance with data protection regulations and company policies regarding customer data management, implementing data governance practices.

Team Leadership and Development

• Lead and mentor a team of CRM professionals, fostering a collaborative and high-performance culture, and overseeing training and development.
• Set performance goals and objectives for individual team members, conduct regular performance evaluations, and provide feedback.
• Provide training and support to staff on CRM tools and best practices, fostering a culture of continuous learning.
• Lead by example in promoting the organization’s values and culture, upholding ethical standards, and serving as a role model for professionalism.
• Stay updated on the latest CRM technologies and trends, recommending tools and solutions that enhance CRM capabilities.

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, or a related field; a Master's degree is preferred.
• A minimum of 12 years of experience in CRM management or a related field, with at least 3 years in a leadership role.
• Proven experience in leading and supporting the implementation of Customer Relationship Management (CRM) systems in real estate sales and leasing, including defining project scope, developing implementation plans, and managing cross-functional teams.
• Demonstrated expertise in configuring CRM platforms to meet organizational needs, ensuring seamless integration with existing systems and processes.
• Strong understanding of best practices in CRM implementation in real estate, including data migration, user training, and change management strategies.

Required Skills and Competencies

• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in CRM software (*, Microsoft Dynamics, Salesforce, HubSpot) and data analysis tools.
• Excellent communication and interpersonal skills, with the ability to build relationships across all levels of the organization.
• Proven ability to lead projects and manage multiple priorities in a fast-paced environment.