Position Overview
We are seeking an experienced and results-driven CRM Manager to lead our customer relationship management operations within the real estate sector in Dubai. The role requires a strategic thinker with deep expertise in CRM systems, client engagement, and data-driven decision-making. The CRM Manager will oversee the end-to-end management of client relationships, system optimization, team leadership, and integration of technology to maximize customer satisfaction, retention, and revenue. This senior-level role requires a proactive leader with 10+ years of experience in CRM and real estate administration.
Major Tasks / Responsibilities
1CRM Strategy & Leadership:
- Develop and implement the overall CRM strategy aligned with company goals.
- Lead, train, and manage the CRM team to ensure smooth execution of operations.
- Establish KPIs for client engagement, response time, lead management, and conversion.
2CRM System Management & Optimization:
- Oversee the implementation, customisation, and optimisation of CRM software to ensure seamless integration with sales, marketing, and finance systems.
- Monitor CRM performance, troubleshoot issues, and liaise with IT/CRM vendors for upgrades.
- Ensure data integrity, accuracy, and compliance with internal policies and RERA regulations.
3Client Relationship Management:
- Supervise and enhance all client touchpoints to deliver superior customer experiences.
- Build and maintain strong relationships with VIP clients, investors, and stakeholders.
- Implement loyalty programs and client retention strategies.
4Data Analytics & Insights:
- Generate advanced reports and dashboards on sales, collections, lead performance, and client interactions.
- Use data-driven insights to recommend improvements in sales and marketing strategies.
- Forecast market trends and client behaviour to support management decision-making.
5Sales & Marketing Integration:
- Collaborate with sales and marketing teams to align CRM data with campaigns, events, and promotions.
- Support sales teams with accurate client information, appointment coordination, and lead tracking.
- Drive automation initiatives to increase efficiency in client engagement.
6Collections & Financial Coordination:
- Oversee collection operations to ensure timely recovery of payments and reduce outstanding receivables.
- Approve and enforce late payment charges and debt recovery procedures.
- Work closely with the finance team to monitor cash flow, revenue recognition, and reporting accuracy.
7Compliance & Documentation:
- Ensure all client and transaction records comply with RERA, OQOOD, Mullak, and other UAE real estate regulations.
- Maintain legal documentation, payment schedules, and contract updates.
8Innovation & Technology:
- Identify and implement new CRM tools, AI-driven solutions, and automation systems to enhance efficiency.
- Stay updated with industry trends, new technologies, and best practices in real estate CRM.
9Training & Development:
- Conduct regular training sessions for the sales and CRM teams to maximize CRM utilization.
- Mentor junior executives and support their professional development.
10Executive Reporting:
- Provide regular updates and presentations to senior management regarding CRM performance, client feedback, collection status, and business opportunities.
- Recommend strategic initiatives to improve customer satisfaction and company profitability.
11Salesforce Management:
- Lead Salesforce CRM operations, including customisation, automation, reporting, and system integration.
- Ensure Salesforce is effectively utilized across departments to streamline workflows, enhance client tracking, and improve decision-making.
- Train and support team members on Salesforce best practices to maximise adoption and efficiency.
Requirements and Skills
- Minimum 10 years of experience in CRM management, preferably in the UAE real estate sector.
- Proven track record of leading CRM operations and delivering measurable improvements in client satisfaction and sales performance.
- Strong expertise in real estate CRM platforms (Salesforce, PropSpace, or similar).
- In-depth knowledge of RERA, OQOOD, Mullak, and other UAE real estate regulations.
- Excellent leadership, communication, and problem-solving skills.
- Advanced proficiency in Microsoft Office Suite and data visualisation tools.
- Strong analytical skills with the ability to transform data into actionable insights.
- Experience in integrating CRM with marketing automation and digital platforms.
