Position : CRM - Manager
Job Summary
The CRM Manager is responsible for managing the end-to-end customer lifecycle from post-sales to handover, ensuring exceptional customer experience, timely project updates, and compliance with DLD regulations. The role oversees Oqood processes, client communication, complaint resolution, and coordination with internal and external stakeholders.
Key Responsibilities
- Manage end-to-endOqood processesincluding generation, client signing, execution, and amendments
- Liaise withDubai Land Department (DLD)for registrations, rectifications, and compliance requirements
- Overseecustomer onboarding, documentation, and registration processes
- Handleclient queries, complaints, and escalations, ensuring timely resolution
- Manageafter-sales services, including project updates, completion notices, and handover coordination
- Overseeresale, NOC issuance, cancellations (post-SPA), and ownership transfers
- Ensure issuance ofhandover certificates, JOPD letters, and disclosure documents
- Monitor and maintainCRM system accuracy, reporting, and data integrity
- Generate and presentdaily, weekly, and monthly CRM reportsto management
- Coordinate withSales, Legal, Finance, Projects, and ERP teamsfor seamless operations
- Manage communication withtrustee offices and DLD representativesfor inspections and updates
- Supervise and guide the CRM team to ensure service excellence and adherence to SLAs
- Ensure compliance withUAE real estate laws and company policies
- Improvecustomer satisfaction, retention, and brand reputation
Key Skills & Competencies
- Strong knowledge ofDLD, Oqood, and UAE real estate regulations
- Excellentclient relationship and stakeholder managementskills
- Strongproblem-solving and conflict resolutionabilities
- Proficiency inCRM systems and ERP platforms
- Leadership and team management capabilities
- Strong communication skills (English mandatory; Arabic is an advantage)
Qualifications & Experience
- Bachelor's Degree in Business Administration / Real Estate / Management or related field
- Minimum58 years of experiencein CRM/after-sales within a real estate developer in the UAE
- Proven experience in handlingDLD processes and customer lifecycle management
