VAC4215 – P&O Marinas Marketing And Customer Service Manager
DepartmentP&O Marinas – DEP
About the company
P&O Marinas is a DP World company established to develop world class locations for the mooring of yachts and the hospitality of their owners, captains, guests and the local residents. After the successful experience of Mina Rashid Marina (Dubai, UAE) where we offer berths for some of the world’s largest yachts, P&O Marinas extended its management and operations to four marinas in Dubai, located along the beautiful coast of Jumeirah.
Our ongoing focus is to expand beyond Dubai through the world creating lifestyle destinations for yachting enthusiasts, local residents and tourists, offering a wide range of amenities and services ranging from private and hotel accommodation, shopping centres, sailing and sports clubs to cruise terminals, for the benefit of communities and economies globally.
About the role
Based in Dubai at Mina Rashid office, the Marketing & Customer Service Manager is responsible to plan, manage the events, communication, branding & CSR events for P&O Marinas, seeking to increase brand awareness towards our clients, community & stakeholders to meet business objectives and goals through delivery of innovative, efficient & cost-effective solutions. And to lead and manage the customer care team to achieve department objectives in all aspects of customer care management.
Lead agencies and internal team members to plan & execute all Events &Communication & PR activities (marketing materials, advertising, client communications, direct mail, marketing campaigns, content for trade publications, events, exhibitions, conferences, etc.)
Develop and implement an Events, Communication and Brand strategy, that clearly demonstrates the values and objectives of the company and support the Company strategy.
Create and develop innovative marketing campaigns, tools and activities.
Responsible to undertake the development and production of all marketing collateral in both print & electronic forms.
Develop and manage tactical marketing and PR campaigns to support the exhibitions strategies and achieve specific business objectives.
Develop and manage creative and effective ways to enhance engagement with customers& stakeholders as well as the wider public with an effective digital & social media plan
Responsible for Direct Marketing campaigns.
Develop the annual marketing plan in conjunction with management and manage execution of the plan with the resources available in the team and within allocated budgets.
To assist with the company branding activities – including signage and assisting all Departments with events & activities.
To monitor effectiveness of P&O Marinas marketing plan and regularly benchmark with industry and global brand positioning & awareness
To develop & lead the company CSR efforts by coordinating with social and humanitarian associations, government and non-government organizations.
To lead vendor negotiations ensuring cost and quality play a key component in our partnerships.
Manage stakeholders by maintaining good relationships and address issues and expectations and recommend possible solutions
To effectively lead the team and nurture a culture of responsibility offering learning & development opportunities
Manage the customer care Department daily operations and ensure main responsibilities accomplished within agreed KPI and within agreed time frames.
To overlook customer’s grievances and to ensure that similar mistakes do not occur in the future by setting up procedure for better customer satisfaction.
Develop strategies for Complaint management and handling of repetitive Complaints in order to maintain high customer satisfaction.
Ensure customer service department follows company’s policies and requirements by monitoring corporate standards.
To Liaison with Government Relation team to resolve complex issues addressed.
Manage and ensure the implementation of the annual Customer Satisfaction Survey
To ensure all department policies and procedures are updated and are in compliance with the company standards.
To assist in planning, implementing and controlling budget by ensuring all decisions are taken within the allocated budget.
To handle various projects and missions assigned by Managements.
To review and enhance Customer Relationship Management (CRM) to incorporate all commercial processes and systems as part of overall commercial strategy to attract and retain customers.
Define and prioritize new processes that adds value to CRM by providing faster and efficient customer services.
Ensure detailed customer profiles are established and up to date business plans for each customer is maintained through appropriate database management.
Clearly define the role of customer help desk by identifying and emphasizing on key functionalities that provides value added services and meets the requirements of customers and clients as well as day to day management of helpdesk activities.
Responsible for the preparation of the annual property budgets for Marketing, Sales, and Customer Service.
Monitors market conditions regularly and communicates to appropriate staff and board any market changes that need to be addressed. Monitors market rents as they pertain to setting organization’s property rents.
Qualification and Experience
In order to give credible support to the organisation and be successful in this role, the ideal candidate will have the following experience, skills and qualifications:
10-15 years of Marketing/Communications experience preferably with industry experience. Experience at a media/events agency would be desirable. Exposure to logistics, shipping, maritime industries would be a plus.
Effective organisational skills with a strong ability to Multi – task is a must.
Analytical & logical thinker capable of managing budgets & resources effectively.
Proven ability to manage a multi-cultural team and able to work under pressure often putting in the desired number of hours for effective event management
Excellent written and oral communication skills in English & Arabic (would be preferable)
Presentation & speech writing skills.