Customer Relationship Manager

1. Customer Relationship Management

• Act as the primary point of contact for customers after the sales process.
• Maintain strong and professional relationships with buyers throughout the customer lifecycle.
• Respond to customer enquiries through email, telephone, WhatsApp, and meetings.
• Provide timely and accurate updates regarding payments, documentation, project progress, registration, and handover.
• Handle customer concerns and complaints professionally and coordinate with relevant departments for resolution.
• Maintain accurate records of all customer interactions and communications in the CRM system.

2. Sales & Post-Sales Administration

• Manage customer files from booking through handover.
• Coordinate and follow up on Reservation Forms, Sales & Purchase Agreements (SPAs), KYC documents, payment plans, and other required documentation.
• Ensure documents are completed, signed, and properly recorded within the CRM.
• Coordinate with Legal and Sales teams regarding documentation requirements and pending items.
• Track customer milestones and ensure all required actions are completed within agreed timelines.

3. Collections & Payment Follow-Up

• Monitor customer payment schedules and upcoming instalments.
• Coordinate with Finance regarding payment receipts, outstanding balances, and statements of account.
• Follow up with customers on pending or overdue payments in accordance with company procedures.
• Maintain accurate payment and follow-up records in the CRM.
• Escalate payment-related concerns or high-risk accounts to the CRM Manager/Finance team.

4. DLD / Oqood & Registration Coordination

• Coordinate with customers and internal teams regarding Dubai Land Department (DLD) and Oqood registration processes.
• Follow up on required documentation and registration formalities.
• Ensure customers receive clear guidance regarding registration requirements and timelines.
• Coordinate with relevant internal/external teams to resolve registration-related issues.

5. Handover & Post-Handover Support

• Track units and customers approaching handover.
• Coordinate with Finance, Projects, Legal, Construction, and Handover teams to ensure customer readiness.
• Assist in scheduling customer inspections, snagging, home orientation, and handover appointments.
• Ensure outstanding documentation and financial requirements are completed prior to handover.
• Support customers with post-handover queries and coordinate defect/snagging issues with the relevant teams.
• Maintain proper records of handover status, customer concerns, and resolutions.

6. CRM System & Data Management

• Maintain accurate and up-to-date customer information within the CRM system.
• Update customer records, payment status, documentation status, communication history, and follow-up activities.
• Ensure data accuracy, completeness, and confidentiality.
• Generate CRM reports and customer status reports as required.
• Identify recurring customer issues and provide feedback to management for process improvement.

7. Internal Coordination

• Work closely with Sales, Finance, Legal, Marketing, Projects, Construction, Handover, and Property Management teams.
• Follow up internally to ensure customer requests are resolved within agreed timelines.
• Escalate complex or sensitive customer issues to the CRM Manager.
• Participate in improving CRM processes, customer communication, and service standards.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Marketing, Real Estate, Management, or a related field.
• 2–3 years of experience in CRM, customer service, or post-sales operations within UAE real estate.
• Experience working with a real estate developer is highly preferred.
• Good understanding of the UAE/Dubai real estate customer journey.
• Knowledge of DLD, Oqood, SPA, KYC, payment schedules, and property handover processes is an advantage.
• Hands-on experience with CRM software such as Salesforce, Zoho, HubSpot, Bitrix24, Odoo, or similar platforms.
• Strong proficiency in Microsoft Office, particularly Excel and Word.
• Excellent written and verbal communication skills in English.
• Arabic is an advantage.
• Strong organizational, follow-up, and problem-solving skills.
• Ability to manage multiple customers and priorities simultaneously.
• Professional, customer-oriented, and detail-focused approach.