Role Purpose:
The CRM Executive will support the end-to-end customer journey for the company's real estate projects, from post-sale through collections, Oqood registration, ongoing engagement and handover.
This role requires previous experience in Dubai real estate, preferably within an off-plan developer or development management environment.
The successful candidate will be organised, customer-focused and confident managing buyer relationships while maintaining accurate records and following established processes.
Key Responsibilities
Customer Relationship Management
- Act as a key point of contact for buyers following the completion of the sales process
- Respond to buyer enquiries promptly, professionally and in line with company procedures
- Provide clear and accurate updates regarding documentation, payments, Oqood registration, construction progress and handover
- Maintain a high standard of customer care across email, telephone, WhatsApp and in person communications
- Escalate sensitive, complex or high-risk cases to the Head of CRM
Collections Support
- Monitor payment schedules, upcoming instalments and overdue balances
- Issue approved payment reminders and follow up with buyers in accordance with the collection process
- Coordinate with Finance regarding payment allocations, receipts and statements of account
- Maintain accurate collection notes and follow-up actions within the CRM system
- Support collections reporting and customer-level account reviews
- Coordinate the issuance of welcome communications and next-steps guidance
- Follow up on with internal teams (Sales, Sales Operations, Legal, Finance, Marketing, Construction, Handover Team).
Customer Engagement
- Support the preparation and distribution of construction updates, project announcements and other buyer communications.
- Ensure communications are accurate, consistent and approved before release
- Record buyer feedback, concerns and sentiment
- Identify recurring customer issues and report trends to the Head of CRM
Handover Support & Coordination
- Assist with buyer and unit readiness tracking ahead of project completion
- Coordinate statements of account, financial clearance and required buyer documentation
- Ensure all documentation and final payment completed before handover
- Coordinate with Finance, Projects, Legal, property management and other stakeholders throughout the handover process
Issue Resolution & Customer Advocacy
- Log, track, and follow up on customer complaints or service requests.
- Escalate complex issues to the Head of CRM
- Conduct follow-up calls post-resolution to ensure customer satisfaction.
Cross-Functional Collaboration
- Work with Sales, Sales Operations, Finance, Legal, Marketing, Projects, Handover and Engineering teams to ensure service continuity.
- Support the Head of CRM in implementing new policies, processes, and customer communication frameworks.
Experience and Qualifications
- Minimum 2-3 years CRM or customer service experience within the UAE real estate sector
- Experience with a Dubai-based real estate developer, development management company or property company is strongly preferred
- Candidates with relevant experience in luxury retail, hospitality, banking or automotive sectors will also be considered, particularly where they have managed high-value customers and delivered a premium customer experience
- Practical knowledge of off-plan buyer journey, including booking, SPA execution, payment plans, Oqood registration, construction updates and handover
- Understanding of Dubai Land Department and RERA-related processes
- Experience supporting collections and handling buyer account enquiries
Qualifications
- A Bachelor's degree is preferred but not essential. Relevant experience, customer handling capability and knowledge of the off-plan buyer journey will be prioritised.
- Excellent written and spoken English is essential
- Fluency in Arabic or French would be an advantage.
