Vice President - Customer Excellence

JOB PURPOSE:

• Responsible for delivering customer strategy, customer experience, customer satisfaction and CRM solutions
  
  
  

ROLES AND RESPONSIBILITIES:

Customer Service Strategy:

• Lead the development and implementation the customer service strategy (including retention, performance management, customer insight, etc.)
• Manage the development of tools and templates (surveys, reports etc.) to be used to manage customer relations
• Design and implement of CRM system in collaboration with the Digital Transformation team
• Develop all processes, policies and procedures related to the customer experience in such a way to drive higher levels of customer satisfaction
• Develop the budget for the Customer Service function
  
  
  

Customer Service Experience:

• Manage day-to-day call center operations (agents, customer service representatives); ensure high standards of service delivery within budget
• Manage customer experience across departments and ensure alignment on customer service principles and policies across organization
• Establish Quality Control and supervise the contact center team to elevate team performance
• Oversee Service Journeys by compiling performance and gap analysis reports
• Manage sale and leasing leads as part of Sales and Leasing Journey
• Establish strong customer-centric culture and high standard of customer experience across department
• Ensure accuracy of customer information in CRM data base and provide input to enhance CRM requirements
• Oversee the monitoring of customer feedback and execute preventive and corrective actions to address customer issues
• Roll-out customer surveys and customer insight metrics to gather inputs on customer preferences
• Manage customer complaints and escalate issues to senior management (CCC or as per DOA)
• Plan and manage omni-channel annual customer communications based on calendar
• Liaise with other functions to ensure that communications are released effectively with outcomes achieved
  
  
  

Related Year Of Experience

Min of 10+ years of experience in a customer service, customer experience research/VoC research management, collaborating with a research vendor or leveraging a CEM platform

YOE IN MANAGERIAL POSITON

Min of 2+ years of related managerial experience

Field Of Experience

• Real Estate Experience in Customer culture development
• Excellent understanding of CEM Systems
• Experienced in culture change management
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas
  
  
  

Technical And Interpersonal Skills

• Strong knowledge of CRM
• Strong knowledge of customer service standards and customer quality delivery standards
• Proven strategic thinker with track record of innovation
• Strong conflict resolution/management skills
• Excellent communication and interpersonal skills
• Excellent presentation and business writing skills
• Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationships
  
  
  

QUALIFICATION

• Bachelor’s degree in business administration, Marketing or related field