PURPOSE OF THE ROLE:

A CRM Manager is responsible for providing excellent customer service by leading and motivating the team.
A should be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction. Be able to be delivering strategies to hit the targets and achieve the secondary revenue. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

KEY RESPONSIBILITIES

• Manage performance and develop employees
• Train, mentor, coach and motivate the team to be successful in their role and maximize their potential.
• Attend HOD and business meetings as required
• Conducts individual Goal setting with CRM and ensure to achieve KPIs
• Responsible to execute smooth membership administration processes
• Delivers proactive and effective interactions with members for members retention
• Ability to think strategically and to lead others
• Take ownership of customer issues and follow problems through resolution on timely manner
• Maintain open line of communication in any business related issues
• Be supportive to all departments and CGM to deliver on business needs and strategies
• Handles members complaints within the club and provide response and resolution within 48 hours maximum
• Handle cancellation requests following correct cancellation protocol
• Connects and negotiate with Retail suppliers
• Ensure that Retail inventory is accurate
• Works hand in hand with Team Leaders in achieving excellent team work
• Develops high performing team. Conducts training to CRM
• Develop service procedures, policies and standards
• Maintain an orderly workflow according to priorities
• Provides training and product knowledge to the team and train the new joiners
• Conducts interview for potential Customer Service Executive
• Supervise and facilitates every team member. Conducts weekly meeting and one on one basis
• Executing Manager on Duty shift
• Communicate with all department to convey members’ feedback and close all complaints raised on Freshdesk within 24 hours with strategic and futuristic approach with the ability to apply fast resolutions
• Oversees club operations and retail on regular basis
  Job Type: Full-time
  Pay: AED7,500.00 per mont