Head of Customer Relations

Head of Customer Relations

Job Summary

Zurich Workplace Solutions (ZWS) is an entity from Zurich International located in the Dubai International Financial Centre (DIFC). They provide digital-first workplace savings solutions that offer transparency, flexibility and control and make a positive difference to long-term financial security.ZWS are the chosen Administrator of the DIFC Employee Workplace Savings plan (DEWS), a progressive end-of-service benefit plan introduced within the DIFC in 2020.

To support our expansion, we’re looking for a Head of Customer Relations to join the Customer Relationship Management team.

In this role, the Head of Customer Relations will be responsible for providing comprehensive support to our clients and ensuring their satisfaction with our services. You will lead a team of client support specialists and work closely with other departments within the organization to deliver exceptional customer service. Your primary goal will be to build and maintain strong relationships with clients, ensuring their needs are met while adhering to the DEWS scheme guidelines.

Job Accountabilities

• The Head of CRM strategy development and execution responsibilities span across 4 main result areas:
  1. Client and member advocacy, retention and their resultant impacts on positive member outcomes and Assets under Administration.
  2. Developing a strong and capable CRM team and function.
  3. Communications planning and execution.
  4. Collaboration and relationship management with internal and external stakeholders.
• Develop and execute the strategy drive up client, member and partner advocacy of DEWS and ZWS across all clients.
• Develop, and manage strong relationships with key stakeholders including DIFC, Dubai Government, Top 50 employers and DEWS partners Equiom and Mercer.
• Develop and execute plan to engage employers and employees outside Top 50.
• Retain existing clients (employers) by increasing member take up of DEWS features and services. Developing strong relationships that would ultimately lead to client referrals, increased accrued gratuity and voluntary contribution among employees.
• Have strong and documented understanding of competitive landscape and EoS propositions, knowing DEWS USPs and ensuring aligned messaging for proactive and reactive communications.
• Contribute to the tactical and strategic development of the proposition and engage larger existing clients in the development.
• Takes a proactive approach to client issue resolution, escalating where necessary and seeing through to resolution.
• Actively develop CRM team to execute strategically and to a high standard. Proactively maintain standards, working practices and behaviors of the CRM team.
• Work collaboratively and in alignment with other functions including operations, marketing, governance, business transformation etc. to have a holistic view of the business. Develop strong internal relationships.
• This is a hands-on role in executing through self in addition to people management.
• Gather and understand insight to identify commercial opportunities where appropriate.
• Develops and harness data, information and insights from Business and CRM Management Information to refine strategy and approach and evaluate results across KPIs and campaign/ communications efficacy.
• Support the delivery of client / scheme MI and promote on-line activity with scheme administrators and members.
• To act as the clients’ primary point of contact and to co-ordinate client responses, liaising with other team members and departments as appropriate.
• Maintaining up-to‑date records of client contact and activity, communicating updates with others as appropriate.
• Understands and describes regulations to clients in a factual manner.
• Support the implementation of new business opportunities.

Job Qualifications

To be successful in this role, you will need:

• Bachelor’s degree (or equivalent) in Finance or Business Administration and 8 or more years of experience in a related field.
• Experience in the financial services industry in a similar role within a customer service/ client relationship management environment.
• Preferable if previous experience is in the employee benefits, workplace savings, pensions or gratuity business or in a B2B role.
• An ability to understand, interpret and translate customer requirements into deliverables.
• Proficiency in Arabic language (both written and verbal) is preferred, as it will enable effective communication with Arabic-speaking clients and stakeholders.
• Good understanding of the compliance requirements affecting dealings with Intermediaries, Trustees, Companies, and members.
• Strong reputation for delivery against Key Result Areas.
• Relationship management skills at all levels both externally and within the organization.
• Excellent communication, influence, and motivation skills, ability to develop and manage a team of professionals.
• Excellent organization and prioritization skills.
• Excellent knowledge of data analysis, MI development etc.

You are the heart & soul of Zurich!
At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!

• Location(s): AE – Dubai
• Remote working: No
• Schedule: Full Time
• Recruiter name: Taniya Baby
• Hiring Manager:Wilson Varghese
• Closing Date: March 06, 2025

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