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 ResponsibilitiesCustomer Relationship ManagementAct as a key point of contact for buyers following the completion of the sales processRespond to buyer enquiries promptly, professionally and in line with company proceduresProvide clear and accurate updates regarding documentation, payments, Oqood registration, construction progress and handoverMaintain a high standard of customer care across email, telephone, WhatsApp and in person communicationsEscalate sensitive, complex or high-risk cases to the Head of CRMCollections SupportMonitor payment schedules, upcoming instalments and overdue balancesIssue approved payment reminders and follow up with buyers in accordance with the collection processCoordinate with Finance regarding payment allocations, receipts and statements of accountMaintain accurate collection notes and follow-up actions within the CRM systemSupport collections reporting and customer-level account reviewsCoordinate the issuance of welcome communications and next-steps guidanceFollow up on with internal teams (Sales, Sales Operations, Legal, Finance, Marketing, Construction, Handover Team). Customer EngagementSupport the preparation and distribution of construction updates, project announcements and other buyer communications.Ensure communications are accurate, consistent and approved before releaseRecord buyer feedback, concerns and sentimentIdentify recurring customer issues and report trends to the Head of CRMHandover Support & CoordinationAssist with buyer and unit readiness tracking ahead of project completionCoordinate statements of account, financial clearance and required buyer documentationEnsure all documentation and final payment completed before handoverCoordinate with Finance, Projects, Legal, property management and other stakeholders throughout the handover processIssue Resolution & Customer AdvocacyLog, 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 CollaborationWork 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 QualificationsMinimum 2-3 years’ CRM or customer service experience within the UAE real estate sectorExperience with a Dubai-based real estate developer, development management company or property company is strongly preferredCandidates 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 experiencePractical knowledge of off-plan buyer journey, including booking, SPA execution, payment plans, Oqood registration, construction updates and handoverUnderstanding of Dubai Land Department and RERA-related processesExperience supporting collections and handling buyer account enquiriesQualificationsA 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 essentialFluency in Arabic or French would be an advantage.