Operations & CRM Manager (Real Estate Developer Background | Salesforce Expertise Required) Minimum 5 Years’ Experience in a Managerial Role

Job Title:-

Operations & CRM Manager (Real Estate Developer Background | Salesforce Expertise Required)

Minimum 5 Years’ Experience in a Managerial Role.

Position Overview

We are seeking an experienced and dy nami c Operations & CRM Manager with strong Salesforce knowledge and a proven background in the real estate developer industry. The successful candidate will be responsible for overseeing all CRM and operational functions, ensuring seamless coordination between Sales, Marketing, Finance, and Project teams to enhance overall business efficiency.

This role will manage the complete client lifecycle — from Reservation Form and SPA (Sales Purchase Agreement) management to OQOOD, DLD, RERA, and Mullak registrations , ensuring compliance with all regulatory requirements. In addition, the position will play a key role in recovery, collections, payment reminders, and project handover processes , maintaining strong client relationships and ensuring smooth post-sales operations.

Major Tasks / Responsibilities

1 Operations Management:

• Oversee day-to-day operations, ensuring alignment between Sales, CRM, Finance, and Project teams.
• Develop and implement operational policies, procedures, and workflows to maximise efficiency.
• Ensure timely execution of Reservation Forms, SPAs, and post-sales activities .
• Coordinate with external authorities such as DLD, RERA, and OQOOD for registration and compliance .
• Monitor project status, client progress, and operational bottlenecks for process optimisation.

2 CRM System Management & Optimisation:

• Oversee implementation, customisation, and optimisation of CRM software, ensuring seamless integration with sales, marketing, finance, and project departments.
• Ensure CRM systems support Reservation Form and SPA workflows, including approval flows, document tracking, and data validation.
• Monitor CRM performance, troubleshoot technical issues, and liaise with IT/CRM vendors for upgrades.
• Ensure data integrity, accuracy, and compliance with internal policies and RERA regulations.

3 System Management & Data Integrity:

• Oversee CRM performance, ensuring data accuracy, integration, and compliance.
• Troubleshoot technical issues and liaise with IT/CRM vendors for upgrades and enhancements.
• Maintain clean and updated client records across all real estate transactions.

4 Client Relationship & Experience:

• Enhance client touchpoints to ensure superior customer service and retention.
• Build and maintain strong relationships with VIP clients, brokers, and investors.
• Supervise client documentation — Reservation Forms, SPAs, payment plans, and milestones.

5 Sales & 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.

6 Collections & 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.

7 Compliance & Documentation:

• Ensure all client and transaction records comply with RERA, OQOOD, DLD, Mullak, and other UAE real estate regulations.
• Maintain and track all legal documentation, SPAs, Reservation Forms, payment schedules, and contract updates .
• Conduct regular audits to ensure data completeness and document accuracy.

8 Innovation & 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.

9 Training & Development:

• Conduct regular training sessions for the sales and CRM teams to maximise CRM utilisation.
• Mentor junior executives and support their professional development.

10 Executive 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.

11 Salesforce Management:

• Lead Salesforce CRM operations, including customisation, automation, and reporting.
• Manage Salesforce workflows for Reservation Forms, SPAs, unit availability, and payment plans.
• Train and support cross-department teams in Salesforce best practices to maximise efficiency.

Requirements and Skills

• Minimum 5 years of experience as a CRM manager within the Real Estate Developer industry in Dubai/UAE.
• Strong expertise in Salesforce or equivalent real estate CRM platforms.
• Deep understanding of SPA, Reservation Forms, OQOOD registration, and post-sales processes.
• Technical knowledge of CRM system development , customisation, and data integration.
• Proven leadership and team management skills.
• Excellent analytical, communication, and problem-solving abilities.