CRM Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Ithemba Property Management Pty Ltd Full time

JOB PROFILE SUMMARY INFORMATION

Role name:
CRM Manager

Department:
CRM Department

Reporting to:
Senior Operations Manager

Date developed:17th January 2024

Paterson grade:

Job purpose:

To manage the CRM team to drive provision of consistent, excellent service to tenants, oversee resolution of tenant queries and optimise retentions and transfers within the IPM portfolio.


Position within the organisation:

Senior Manager

  • Operations
CRM Manager

CRM Tenant Internet
CRM Team Leader Retention Team Leader

Support Team Leader

KEY PERFORMANCE AREAS AND ACTIVITIES

Key performance areas:

Job output:


CRM Management
To oversee ticket allocations by monitoring the response time, conducting spot checks to identify any deviations, identifying areas of concern, and implementing corrective action daily.



  • To monitor ticket resolution by tracking tickets that are closed, spot checking resolutions, identifying areas of concern, and implementing corrective action weekly.
  • To quality assure ticket resolution by reviewing closed tickets, assessing solutions provided, identifying areas of concern, and implementing corrective action weekly and as required.
  • To conduct quality assessment on tickets by checking the content, interaction, responses, and resolution against the CRM quality scorecard weekly.
  • To handle and resolve all escalated tickets by reviewing the content of the tickets, engaging with relevant departments involved to facilitate tickets resolution daily.
  • To conduct regional office site audits by visiting all satellite offices, reviewing service being delivered, identifying areas for improvement, implementing corrective action and monitoring improvements monthly.
  • To oversee the Retention and Transfers by setting targets, monitoring performance against targets, identify areas for improvement, developing and implementing initiatives to improve retentions and transfers and monitoring progress monthly and as required.
  • To provide system support by developing and maintaining the information, overseeing the system, processing improvements for


improved customer support, identifying potential system development areas and working with IT and team to improve systems and system utilisation monthly and as required.


  • To manage resourcing by understanding work demands and securing appropriate resources to facilitate work output as required.
  • To manage performance of staff by setting performance expectations, monitoring work delivery, providing feedback on performance, identifying performance concerns, and implementing corrective action monthly and as required.
  • To develop and manage staff rosters by understanding operational requirements, developing staff rosters, communicating staff rosters to staff and managing implementation of staff rosters monthly and as required.
  • To develop staff by understanding development needs, supporting staff skills development, mentoring staff and monitoring skills improvement monthly as and when required.
  • To monitor and manage implementation of HR policies and procedures by monitoring compliance, identifying, and addressing areas of non
- compliance, and implementing corrective action as required.


Reporting
To report by gathering data, compiling report, verifying accuracy and completeness of data, and submitting in correct format by deadline.



  • To interpret data and make continuous improvement recommendations by analysing data, identifying trends and anomalies, drafting recommendations, and submitting monthly and as required.


Training
To develop customer services related training material by gathering the information, compiling the presentation, and conducting the training on the CRM and Operations staff monthly and as required.



  • To achieve a high standard of customer experience in all interactions and action taken by performing random ticket quality checks, identifying trends and patterns in customer service that require improvement, developing coaching approaches and coaching and mentoring staff weekly and as required

ROLE REQUIREMENTS:

Qualifications:
NQF level 6 in customer relationship management or similar is required

Functional experience:5 years' experience in customer relationship management required.

Experience in residential property preferred

Management experience:1 year experience in staff management required

IT software knowledge:
Word
Excel
PowerPoint
Other 1
Other 2
Intermediate Intermediate Intermediate CRM software

KEY RELATIONSHIPS

Internal:

Management

  • Staff

External:

Tenants

  • Service Providers

COMPETENCIES

Competency levels: 0
1 2
3*You do not / are You have
basic You have
good You are
an expert not required to
skills and can do
skills and you can and are often have any skills in the work, but it operate called on to train this competency must be checked, independently and / or check and you with l

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