Job Purpose:
The Senior Executive - Customer Engagement is responsible for actively executing and coordinating advanced customer engagement strategies and initiatives within Dubai Holding Community Management's communities. This role focuses on driving enhanced customer satisfaction, fostering robust relationships, and supporting the strategic objectives of the Customer Experience & Engagement department through direct, proactive interaction and comprehensive communication efforts.
Key Responsibilities:
1. Customer Engagement & Relationship Management:
- Actively engage with community residents and stakeholders to build strong, positive relationships and enhance their overall experience.
- Proactively communicate important community updates, service changes, and engagement opportunities to residents.
- Organize and facilitate community feedback sessions, workshops, and focus groups to gather in-depth customer insights.
2. Engagement Program Execution:
- Lead the execution of various customer engagement initiatives, events, and community activations from planning through to post-event analysis.
- Collaborate with internal teams (e.g., Marketing, Community Management) to ensure seamless promotion and delivery of engagement programs.
- Monitor participation rates and feedback from engagement activities, providing insights for continuous improvement.
3. Advanced Inquiry & Feedback Resolution:
- Serve as a senior point of contact for complex customer inquiries, feedback, and support requests, ensuring timely, empathetic, and professional resolution.
- Investigate and resolve moderately complex customer issues, escalating high-priority cases to relevant managers when necessary, and ensuring comprehensive follow-up.
- Contribute to the development of FAQs and knowledge base articles based on recurring customer inquiries and feedback.
4. Communication & Content Coordination:
- Coordinate the development and distribution of engaging communication materials for customer-facing channels, ensuring brand consistency and clarity.
- Assist in crafting compelling content for various communication platforms (e.g., community portals, newsletters, social media posts related to engagement).
5. Data Collection, Analysis & Reporting:
- Oversee the systematic collection of customer feedback through various Voice of Customer (VOC) channels, ensuring data integrity.
- Analyze qualitative and quantitative customer feedback data to identify trends, pain points, and opportunities for enhancing customer satisfaction.
- Prepare comprehensive reports on engagement metrics, customer sentiment, and initiative performance for review by management.
6. Compliance & Process Adherence:
- Ensure all customer engagement activities and communications strictly comply with DHCM's policies, guidelines, and regulatory requirements.
- Adhere to established processes for customer interaction, feedback management, and escalation.
7. Health, Safety, and Environmental (HSE) Responsibilities:
- Ensure full compliance with DHCM’s Health, Safety, and Environmental (HSE) Policy, governance framework, and standards by conducting all tasks according to HSE procedures, attending mandatory training, actively reporting hazards, near misses, or incidents, and utilizing appropriate Personal Protective Equipment (PPE) as identified in risk assessments.
Qualifications, Experience, & Skills:
- Bachelor's degree in business administration, Marketing, Communications, Hospitality Management, or a related field.
- Minimum of 3-5 years of progressive experience in customer engagement, customer relations, communications, or a senior customer-facing role, preferably within the real estate, property management, or service industry.
- Proven experience in supporting and executing customer engagement programs and managing direct customer interactions.
- Skills:
- Excellent written and verbal communication skills, with a professional, empathetic, and engaging demeanor.
- Strong interpersonal and relationship-building skills, capable of connecting with diverse customer segments.
- Good analytical skills for interpreting customer feedback and engagement data.
- Strong organizational and project support skills, with attention to detail.
- Proactive and results-oriented approach to enhancing customer satisfaction.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Familiarity with CRM systems and customer engagement platforms is a plus.
