Senior Manager - Channel Management - Dubai Holding Real Estate

About Dubai Holding Real Estate:

Dubai Holding's real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai's residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

Job Purpose:

The role will be responsible for creating and implementing the digital customer experience strategy, lead digital transformation, and ensure seamless functioning of digital channels within the organization across the prospect and customer lifecycle.

Key Accountabilities Senior Manager - Channel Management:

Assist the section head in developing and implementing a strategic vision for the digital channels and customer experience that aligns with the company's overall goals and objectives.

Develop a roadmap for digital transformation initiatives, including timelines, resources, and budgets

Identify opportunities to improve digital channels and customer service by staying up-to-date with industry trends and implementing best practices.

Drive the development and enhancement of customer self-service digital solutions as the Business lead and work along with the IT team App/ portal, Whatsapp/ Chatbot, Kiosks, Token machines, etc.

Support with development and management of CRM systems such as Salesforce Marketing, Sales, and Service clouds

Improve digital customer experience across the prospect and customer journeys from lead generation till sale, and through to post-sale services.

Revise the processes offered on the self-service channels in context of a digital-first experience.

Manage the continuous enhancement of features and functionalities of the digital channels.

Analyze digital channel data to generate insights, improve processes, ensure resources are properly allocated, and maximize efficiency.

Analyze digital channel data and prepare reports for upper management including showcasing effectiveness and adoption of digital channels.

Provide the business with customer feedback and insights that enhance customer experience and engagement.

Ensure all digital touchpoints in the processes, and communications and templates going out to customers and prospects is up to date.

Devise methods to collect and enhance customer data and keep it up-to-date.

Collaborate with other departments, such as IT, Marketing, Sales, and Customer care to ensure smooth delivery and operations of digital channels.

Collaborate with cross-functional teams to drive process improvements for a digital-first approach.

Lead and oversee transformation projects related to call center operations, including implementing new technology, system upgrades, and process improvements.

Represent the Customer experience team in cross-functional meetings, and provide regular updates to senior management.

Qualifications, Experiences, Skills:

Min. 7-8 years relevant experience in digital technologies and tools with minimum 4 years managing teams and developing and implementing digital strategies.

Previous experience in real estate industry is a distinct advantage.

Experience in managing development of digital self-service channels like whatsapp, chat bot, customer portal, etc.

Prior experience in customer experience design or consumer research is an added advantage.

Master's Degree in Business Management, Marketing, IT, or any related discipline.

Proven experience in delivering digital transformation initiatives in a complex organization.

Knowledge of CRM systems such as Salesforce, Freshdesk, Yardi.

Experience in delivering customer self-service channels like whatsapp, chat bot, customer portal, etc.

Proficient in MS Office tools.

Knowledge of Dashboards and Data Visualization tools.

Knowledge of digital technologies and their applications to business processes.

Strong project management skills.

Interpersonal:

Strong analytical and problem-solving skills, with the ability to analyze data and identify areas for improvement and simplify processes.

Excellent communication and interpersonal skills, with the ability to lead and motivate teams, build relationships with key stakeholders, and communicate effectively with senior management.

Ability to interpret data and identify insights.

Ability to work with cross-functional teams.

Strong attention to detail and ability to multi-task.

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.