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Head of CRM

2 days ago

Dubai, Dubai, United Arab Emirates Prestige One Developments Full time

Job Title:
Head of CRM

Industry:
Real Estate Development

Location:
UAE

Reporting To:
Chief Sales Officer / CEO / COO

Role Overview

The
Head of CRM
will lead and manage the end-to-end customer lifecycle across Sales, Customer Experience, Operations, and Handover. This role is critical in driving customer satisfaction, revenue optimization, data integrity, and cross-departmental alignment using CRM systems and structured processes.

Key Responsibilities

CRM Strategy & Governance

  • Develop and execute the overall CRM strategy aligned with business and sales objectives
  • Own CRM governance, data integrity, reporting standards, and system optimization
  • Lead CRM process design across sales, post-sales, collections, and handover stages

Sales Operations & Performance

  • Manage lead allocation, tracking, follow-ups, conversion ratios, and pipeline health
  • Work closely with Sales leadership to improve efficiency, forecasting, and performance reporting
  • Ensure accurate tracking of bookings, cancellations, upgrades, and transfers

Customer Experience & Lifecycle Management

  • Oversee the complete customer journey from enquiry to post-handover
  • Design customer engagement frameworks, communication touchpoints, and escalation matrices
  • Ensure timely responses, issue resolution, and consistent service standards

SPA, Documentation & Compliance

  • Oversee CRM processes related to SPA issuance, execution, and documentation tracking
  • Coordinate with Legal, Sales Admin, and Finance to ensure compliance and accuracy
  • Monitor CRM alignment with RERA, DLD, and internal audit requirements

Handover & Post-Sales Coordination

  • Collaborate with Projects, Construction, and Customer Care teams for smooth handovers
  • Track snagging, handover readiness, and customer approvals within CRM
  • Ensure all handover milestones and communications are logged and monitored

Reporting & Analytics

  • Provide leadership with dashboards, MIS reports, and actionable insights
  • Track KPIs related to sales velocity, customer satisfaction, backlog, and collections
  • Use CRM data to drive decision-making and process improvements

Team Leadership

  • Lead and develop CRM, customer experience, and sales operations teams
  • Set KPIs, conduct performance reviews, and build SOPs and training frameworks
  • Act as a bridge between Sales, Marketing, Finance, Legal, and Operations

Desired Candidate Profile

  • 10+ years of experience in
    CRM / Sales Operations / Customer Experience
  • Mandatory experience with a Real Estate Developer in the UAE
  • Strong exposure to
    CRM systems
    (Salesforce, MS Dynamics, Property CRM, or similar)
  • Hands-on experience with
    SPA management, handover processes, and post-sales operations
  • Excellent stakeholder management and leadership skills
  • Strong analytical, reporting, and process-driven mindset

Key Competencies

  • CRM Strategy & Optimization
  • Sales Operations & Forecasting
  • Customer Journey Mapping
  • SPA & Handover Process Expertise
  • Data-driven Decision Making
  • Cross-functional Leadership