Assistant Vice President - Customer Happiness ALDAR Properties PJSC

Manage customer relationships in a structured way through efficient account planning and management throughout the design, construction and hand-over lifecycle

Manage the interaction between Account Managers and customers at key check points in the Procurement, Design, build, handover and final warranties / liabilities stages

Provide guidance to customers with the selection of the right consultants, give advice during the design phase, with choosing the right contractor

Organize efficient management of customer accounts whilst observing adherence to the policies and procedures:

• Ensure high-quality communication to the customer whenever needed to develop a good relationship
• Ensure demands / issues are addressed and attended to in a timely
• Ensure accurate collection of requirements and development of customer profiles
• Ensure customer information are captured accurately and recorded in Teyaseer database / CRM
• Ensure high level of customer satisfaction across all touchpoints from the beginning to the end of the villa completion and handover

Embed the use of required digital tools and information systems within the Customer Happiness Division to efficiently retrieve and archive customer information

Organize customer surveys and customer insight metrics to gather inputs on customer preferences

Pinpoint customer satisfaction and behaviors for each journey point, uncover low satisfaction trigger, recommend process improvements

Leverage on customer insight metrics, assess bottlenecks and identify potential areas for improvement to enhance effectiveness and efficiencies at each touchpoint

Periodically conduct data cleaning and continuous validation of customer information