CRM MANAGER – DUBAI, U.A.E

Position: CRM Manager
Location: Dubai,U.A.E
Salary: Upto 25K + Benefits
Contact: zeinab@macgroup.me

  • 8-10 yrs of experience in GCC Market (KSA exposure would be a plus)
  • Multi Lingual , Arab origin, Lebanese or Jordanian preferred.
  • Strong background in customer acquisition, re-engagement and retention strategies.
  • Should have handled Products, handling from the holistic business perspective
  • In charge of customer experience, personal, internal and external levels.
  • Managed a large department where the core attention to the business focuses on managing contact centre, front of house, collections, call centre, operations and after sales support.
  • Establish as a main contact between Legal, Marketing, Finance/ Accounts, Sales, Projects team on all activities such as client engagement and legal departments.
  • Should be available 24/7 and be exposed to international clientele managing individuals and large corporate accounts
  • Excellent communication skills in Arabic will be an added advantage

4 thoughts on “CRM MANAGER – DUBAI, U.A.E

  1. Hi, Kindly review my profile for the said position. Able to join immediately, thanks.

  2. Name – Roshani Chaudhari-Sankhe
    Apt 1208, Al Tayer Tower,
    Al Nahda, Sharjah
    Mobile – 055-9642656
    E-mail roshani21@rediffmail.com
    DOB – 21st Oct, 1979
    Passport No. – G2625739
    Nationality – Indian
    Marital Status – Married

    Objective . To have a career full of commitments, innovation, technical excellence and good human relationship.
    Professional experience

    6th Feb 2011 till 8th Dec 2015
    Emrill Services LLC – Contact Service Center (CSC) Manager
     Managing a team of 25 agents who handle Facilities Management & Home Maintenance (Mplus) calls for Emrill which is the leading integrated Facilities Management company in UAE
     Metrics Management & defining SLA/KPI for the desk
     Successfully managing more than 10 different contracts in CSC and extending call center support to Emrill Utilities
     Second level of escalation in the event of any dissatisfied customer
     Working on cost benefit analysis and enhancing P&L account by managing the CSC budget
     Implement and coordinate the introduction of standard procedures, protocols and systems of work to existing & new contracts
     Developing process flows for new contracts to ensure smooth transition of the calls
     Forecast call volumes & accordingly manage roster & scheduling of the staff for the call center
     Monitoring random calls to improve call quality, minimize errors and track operative performance through CISCO phone system
     Motivating the team to upsell Mplus Home Maintenance packages to the customers
     Regularly meeting with Sales Manager to devise sales strategy in order to enhance Mplus business
     Visiting key customers with Sales Manager – illustrating Mplus packages benefits, systems used to log request & creating ‘Platinum’ accounts for them.
     Preparing & validating monthly sales incentive for agents, Sales Manager & site operatives
     Maintaining & circulating various process reports with the Senior Management on daily, weekly & monthly basis.
     Attending weekly & monthly meetings with operations; discussing any operational issues & proposing solutions.
     Presenting CSC stats in the monthly Contract Review Meeting (CRM)
     People management & formulate, implement, track career path & individual plans of each member in the team.
     Regular 1to 1s with Sales Manager, Supervisor, Team Leaders & Team Members
     Conducting TNA (Training Need Analysis) for the team & arranging for the relevant training session
     Conduct bi-annual Customer Satisfaction Survey & reporting the result to the management team
     Regular monitoring of Mplus User Voice & Portal Feedback – wherein customers can voice any complaint – Ensuring that each complaint is met with satisfied resolution
     Conducting monthly Team Talks & keeping the team abreast with all the new developments that the company is making
     Attending internal & external ISO audits and ensuring successful clearance. Successfully completed PCI compliance for the process
     Driving process training among site coordinators on CE & Portals; thereby assessing that they are able to carry out the transactions seamlessly.
     Regularly monitoring Portal & Concept Evolution (CE) for any unchecked job requests
     Successfully completed Futures Network leadership program to enhance personal capabilities & thereby bringing in company growth
     Currently member of CMI (Chartered Management Institute UK)
     Currently working on implementing ISO 10002 for Mplus

    16th June 2008 till 3rd Nov 2010
    WNS – Assistant Team Manager (Operations) – India
     Managing 2 financial processes – New Accounts Annuity & Privileged Asset, a total of 40 associates & 3 team leaders in Mumbai location for Ameriprise process.
     Privileged Asset team is a voice team with 1 team leader. The team handles variable Annuity products & processes.
     Primarily handling new accounts creation of Annuity and Insurance product which is backoffice process.
     Consistently meeting process SLAs and KRAs.
     Taking care of productivity & quality targets and preparing staffing plan.
     Preparing monthly normalized incentives for all the processes in Ameriprise.
     Regular client interaction and also prepared client floor walk module for new clients.
     Preparing various weekly & monthly process reports.
     Maintaining the process compliance & been conformance with internal & external audits.
     Taking operational round interviews for new recruits and also been certified for IJP interview panel.
     Successfully completed GB project; awaiting certification.
     Taking initiatives for process improvement like transformation & re-engineering.
     Assisting HR in conducting various employee related activities like R&R, birthday celebrations and other fun activities.
     ABA (American Bankers Association) certified.

    10th April 2006 – 9th June 2008
    Infosys BPO – Team Leader (Operations) – India
     Handling a Team of 25 advisors & 1 SME for backoffice operations.
     Assisting in broadband related faults for British Telecom customers.
     Focussing on improving team quality scores by continous coaching, mentoring and giving constructive feedback.
     Achieving process productivity and service level targets.
     Preparing day to day reports at process level.
     Assisting the Manager in roistering.
     Been a part of ESCM certification for the process.
     Identify the training requirements of each team member and providing the same.
     Assisted HR by conducting interviews for operations round for new joinees.
     Interaction with the Client about any process updates or introduction of new responsibilities on the operational floor.
     Participate in the Quality conference call with the Client every week to discuss about updates, different methodology and calibrations of cases.
     Also handling process improvement projects like process transformation and process
    Re-engineering.

    16th November 2004 – 04th April 2006
    E2ESerwizsol (TATA Indicom) – Team Leader (Operations) – India
     Handling a Team of 15 to 20 CSR in Inbound Call Center.
     Handling the technical complaints of cellular and Wire line customers as well as General Billing Queries.
     Improving overall quality of service and increasing customer delight levels.
     Achieving process productivity and service level targets.
     Preparing Process Reviews on timely basis & making regular presentations
     Analyzing calls to identify the root cause of complaints.
     Monitoring and maintaining quality of interaction to the management.with customers.
     Monitoring Performances.
     Ensuring complete satisfaction of the customers and clients.
     Handling escalated calls.
     Assisting the Manager in roistering.
     Motivating each team member, guiding, monitoring their performance and implementing corrective actions as required.
     Identify the training requirements of each team member and providing the same.
     Represented Technical Desk for ISO 9000-2001.
     Was a single point of contact for the Clients regarding the process. Always was a part of VOC wherein feedback was given and taken from the Client.

    27th June 2003 – 30th October 2004
    J P Morgan Chase
    . Working as customer care executive wherein providing first contact resolution to Chase credit card holders thus providing quality customer service to them & always working as per Chase values where right relationship is everything.
    . Assisted transition by floor walking during the OJT phase for new joinees, took refreshment training & answered their queries during team huddle.
    . Maintained consistent AHT & quality scores.
    . Did presentation on various topics like general referral, balance transfer, disputes etc.
    . Handled team huddles involving all members to make presentation on different topics, give mlg & quality updates.

    26th Dec 2000 – 22nd June 2003
    EFunds International – India
    . Worked as team member wherein handling inbound calls for various consumer products by processing electronic transfer of funds, providing customer service & answering customer queries.
    . Maintained consistent quality level & average length of call
    . Rated in top 20% performers for the yr 2001.
    . Received employee excellence certificate for assisting new joinees.
    . Did presentation on how to lower average length of call in the team.
    . Received momentum for excellent work done on completion of 2 yrs.

    Education
    Bachelor of Science (Chemistry & Biotechnology) – University of Mumbai (India) –
    Scoring 63.22% – 1997 -2000

    HSc – Science stream – Vani Vidyalaya Junior College (India) – Scoring 70.83% – 1995 till 1997

    SSC – St. Mary’s Convent School (India) – Scoring 83.42% – 1995
    Languages English (spoken and written), Hindi, Marathi & Kutchi.
    Hobbies Reading fictional & non-fictional novels, music & travelling.

  3. Jayarous says:

    Delivery to the following recipient failed permanently:

    Sajith@ibuz.ae

    Please update me your email address to apply for the post.

  4. MAC Group says:

    Looking for Arabic speakers.

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