CRM Executive

Role Purpose:

The CRM Executive will support the end-to-end customer journey for the company’s real estate projects, from post-sale through collections, Oqood registration, ongoing engagement and handover.

This role requires previous experience in Dubai real estate, preferably within an off-plan developer or development management environment.

The successful candidate will be organised, customer-focused and confident managing buyer relationships while maintaining accurate records and following established processes.

Key Responsibilities

Customer Relationship Management

• Act as a key point of contact for buyers following the completion of the sales process
• Respond to buyer enquiries promptly, professionally and in line with company procedures
• Provide clear and accurate updates regarding documentation, payments, Oqood registration, construction progress and handover
• Maintain a high standard of customer care across email, telephone, WhatsApp and in person communications
• Escalate sensitive, complex or high-risk cases to the Head of CRM

Collections Support

• Monitor payment schedules, upcoming instalments and overdue balances
• Issue approved payment reminders and follow up with buyers in accordance with the collection process
• Coordinate with Finance regarding payment allocations, receipts and statements of account
• Maintain accurate collection notes and follow-up actions within the CRM system
• Support collections reporting and customer-level account reviews
• Coordinate the issuance of welcome communications and next-steps guidance
• Follow up on with internal teams (Sales, Sales Operations, Legal, Finance, Marketing, Construction, Handover Team).

Customer Engagement

• Support the preparation and distribution of construction updates, project announcements and other buyer communications.
• Ensure communications are accurate, consistent and approved before release
• Record buyer feedback, concerns and sentiment
• Identify recurring customer issues and report trends to the Head of CRM

Handover Support & Coordination

• Assist with buyer and unit readiness tracking ahead of project completion
• Coordinate statements of account, financial clearance and required buyer documentation
• Ensure all documentation and final payment completed before handover
• Coordinate with Finance, Projects, Legal, property management and other stakeholders throughout the handover process

Issue Resolution & Customer Advocacy

• Log, track, and follow up on customer complaints or service requests.
• Escalate complex issues to the Head of CRM
• Conduct follow-up calls post-resolution to ensure customer satisfaction.

Cross-Functional Collaboration

• Work with Sales, Sales Operations, Finance, Legal, Marketing, Projects, Handover and Engineering teams to ensure service continuity.
• Support the Head of CRM in implementing new policies, processes, and customer communication frameworks.

Experience and Qualifications

• Minimum 2-3 years’ CRM or customer service experience within the UAE real estate sector
• Experience with a Dubai-based real estate developer, development management company or property company is strongly preferred
• Candidates with relevant experience in luxury retail, hospitality, banking or automotive sectors will also be considered, particularly where they have managed high-value customers and delivered a premium customer experience
• Practical knowledge of off-plan buyer journey, including booking, SPA execution, payment plans, Oqood registration, construction updates and handover
• Understanding of Dubai Land Department and RERA-related processes
• Experience supporting collections and handling buyer account enquiries

Qualifications

• A Bachelor’s degree is preferred but not essential. Relevant experience, customer handling capability and knowledge of the off-plan buyer journey will be prioritised.
• Excellent written and spoken English is essential
• Fluency in Arabic or French would be an advantage.