CRM Manager

Industry: Real Estate Developer – Dubai

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-end Oqood processes including generation, client signing, execution, and amendments
• Liaise with Dubai Land Department (DLD) for registrations, rectifications, and compliance requirements
• Oversee customer onboarding, documentation, and registration processes
• Handle client queries, complaints, and escalations, ensuring timely resolution
• Manage after-sales services, including project updates, completion notices, and handover coordination
• Oversee resale, NOC issuance, cancellations (post-SPA), and ownership transfers
• Ensure issuance of handover certificates, JOPD letters, and disclosure documents
• Monitor and maintain CRM system accuracy, reporting, and data integrity
• Generate and present daily, weekly, and monthly CRM reports to management
• Coordinate with Sales, Legal, Finance, Projects, and ERP teams for seamless operations
• Manage communication with trustee offices and DLD representatives for inspections and updates
• Supervise and guide the CRM team to ensure service excellence and adherence to SLAs
• Ensure compliance with UAE real estate laws and company policies
• Improve customer satisfaction, retention, and brand reputation

Key Skills & Competencies

• Strong knowledge of DLD, Oqood, and UAE real estate regulations
• Excellent client relationship and stakeholder management skills
• Strong problem-solving and conflict resolution abilities
• Proficiency in CRM systems and ERP platforms (e.g., Odoo)
• 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
• Minimum 5–8 years of experience in CRM/after-sales within a real estate developer in the UAE
• Proven experience in handling DLD processes and customer lifecycle management

Job Type: Full-time

Pay: AED15,000.00 - AED20,000.00 per month