Elite CRM Manager

Key Responsibilities

JOB DESCRIPTION

• Relationship Ownership
• Serve as the primary point of contact for all Elite clients, maintaining a refined, high-touch, and discreet communication style.
• Build and nurture long-term relationships based on trust, personalization, and emotional understanding.
• Maintain a detailed “Elite Client Dossier” capturing personal interests, lifestyle preferences, communication style, family details, special occasions, and behavioural notes.
• Concierge-Level Client Experience
• Anticipate client needs and design proactive, tailored engagement moments — from milestone celebrations to lifestyle-aligned gestures.
• Curate personalized hospitality experiences (airport support, private meetings, bespoke handovers, reservations, etc.) when clients visit Dubai.
• Coordinate with internal and external partners to deliver exclusive gifts, experiences, and touchpoints aligned with the client’s preferences and achievements.
• Ensure Ellington is present in key personal milestones (awards, events, family achievements) in a respectful, brand-appropriate manner.
• Internal Coordination & Fast-Track Execution
• Act as the “Elite Orchestrator” between all internal teams (CRM, Collections, Contracts, Handover, Legal, Projects, GA).
• Push, track, and escalate Elite requests using the Elite – Fast Track process with accelerated SLAs.
• Ensure all Elite cases receive immediate visibility, priority handling, and timely resolution.
• Maintain an Elite dashboard with real-time status updates, SLA compliance, and executive-level reporting.
• Client Communication & Engagement Strategy
• Deliver personalized updates to clients before they request them (SPA, Oqood, NOC, handover, valuations, DLP, etc.).
• Create tailored communication strategies for individual Elite profiles (tone, frequency, channel preference).
• Prepare relationship reports summarizing client health, touchpoints, preferences, and future opportunities.
• Loyalty, Retention & Referral Growth
• Identify reinvestment opportunities through client preferences, portfolio performance, and behavioural insights.
• Strengthen loyalty by designing periodic Elite engagement moments, private gatherings, or exclusive experiences.
• Encourage natural referrals through emotional bonding and high-trust relationships (not transactional incentives).
• Brand Stewardship
• Uphold Ellington’s luxury brand standards in every interaction, message, event, and gesture.
• Represent Ellington in VIP environments with professionalism, cultural intelligence, and discretion.
• Maintain the highest level of confidentiality regarding client information and personal matters.