CRM & Customer Experience Assistant Manager (Salesforce)

About the Company: 

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively.

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more. 

Role Purpose:

The Assistant Manager – CRM is responsible for overseeing the management and optimization of the organization's contact centre and customer relationship management (CRM) systems, specifically Genesys and Salesforce. This role involves ensuring seamless integration between the two platforms, driving operational efficiency, enhancing customer experience, and supporting business goals. The Lead will work closely with cross-functional teams to align technology solutions with business processes, while also leading the strategy and execution of contact centre and CRM initiatives.
 
Key Responsibilities:

• Platform Management: Oversee the daily operations and performance of the Genesys contact centre platform and Salesforce CRM, leading their implementation, customization, integration, and optimization to support customer interactions, data management, and reporting.
• System Performance and Support: Monitor platform performance, troubleshoot issues, and coordinate with IT teams and external vendors to deliver timely support, upgrades, enhancements, and new features.
• Customer Experience Enhancement: Analyse customer journey data and lead initiatives that improve service delivery, reduce customer effort, and increase satisfaction across all contact channels.
• Workflow and Automation: Implement and refine workflows, scripts, integrations, and automation within Genesys and Salesforce to enhance agent productivity and deliver consistent customer experiences.
• CRM Strategy: Develop and manage customer segmentation, targeting, and personalized communication strategies within Salesforce in alignment with business objectives.
• Data Management and Reporting: Ensure data integrity, security, and regulatory compliance across Genesys and Salesforce, and develop dashboards, reports, and analytics to monitor contact centre performance, customer engagement, and business outcomes.
• Insights and Continuous Improvement: Translate platform and customer data into actionable insights that improve customer service, CRM strategies, operational efficiency, and business performance.
• Training and User Support: Develop and deliver training for contact centre agents and CRM users, provide ongoing system support, facilitate knowledge sharing, and maintain user guides, process flows, and training materials.
• Project Management: Lead contact centre and CRM projects, including upgrades, integrations, feature implementations, and cross-functional initiatives, ensuring delivery within agreed scope, timelines, and budget.
• Stakeholder Collaboration: Act as the primary liaison between Customer Service, IT, Marketing, Sales, and external vendors to gather requirements, implement best practices, align platform strategies with business needs, and provide progress updates to senior management.

What we are looking for:

Qualifications & Experience:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 5–7 years of experience managing contact centre and CRM platforms.
• Specific expertise in Genesys and Salesforce.
• Proven experience leading system integrations, customizations, and optimizations.

Technical Competencies: Technical proficiency in Genesys and Salesforce.

• Strong understanding of customer service processes, CRM strategies, and contact centre operations.
• Experience with data management, reporting, and business intelligence tools.
• Strong business process analysis and optimization capabilities.
• Demonstrated project management and execution skills.

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.