Director - Sales Operations & Customer Experience

Role PurposeLead and optimize the end-to-end customer sales journey across BEEAH Real Estate developments, from lead generation and booking through contracting, collections coordination, and handover. The role is responsible for Sales Operations, CRM governance, sales administration, broker management, customer experience, compliance, and process excellence to ensure efficient, customer-centric, and regulatory-compliant sales delivery.AccountabilitiesDevelop and execute Sales Operations and Customer Experience strategies aligned with business growth, revenue, and customer satisfaction objectives.Lead Sales Operations, CRM, Sales Administration, Documentation Management, and Customer Journey teams.Oversee CRM (Salesforce) governance, lead management, sales funnel optimization, reporting, forecasting, and performance analytics.Standardize and govern the entire sales lifecycle, including EOI, reservations, bookings, KYC/AML verification, SPA management, collections coordination, contract amendments, and handovers.Manage inventory controls, pricing governance, commercial approvals, and contract compliance.Oversee broker onboarding, accreditation, performance monitoring, compliance, and commission management.Coordinate with Finance on collections, payment tracking, customer accounts, and revenue realization.Drive digital transformation, process automation, operational efficiency, and continuous improvement initiatives.Ensure compliance with UAE real estate regulations, AML/KYC requirements, escrow obligations, and corporate governance standards.Build, mentor, and develop high-performing teams while promoting a culture of customer centricity and operational excellence.Qualifications & ExperienceBachelor's Degree in Business Administration, Operations Management, Real Estate, Sales, Marketing, or a related field.Master’s degree in business administration, Strategy, Real Estate, or related field.is preferred.Minimum 10–12 years of experience in Sales Operations, CRM, Customer Experience, or Commercial Operations within real estate, property development, or financial services.Minimum 5 years in a leadership role.Experience in Salesforce CRM implementation and digital transformation projects is an advantage.Professional certifications in Salesforce, CRM, Customer Experience, Project Management, Lean Six Sigma, or Process Excellence are desirable.Arabic language proficiency is preferred.Knowledge & SkillsSales Operations Leadership and Customer Experience Management.Salesforce CRM administration, optimization, and governance.Real Estate Sales Operations and Customer Journey Design.Sales Administration, Contract Management, and Documentation Governance.Inventory Management, Pricing Controls, and Broker Management.Data Analytics, Reporting, Forecasting, and Performance Management.Process Improvement, Automation, and Digital Transformation.Regulatory Compliance, AML/KYC, Escrow Requirements, and Corporate Governance.Strong stakeholder management, leadership, communication, problem-solving, and decision-making skills.Strategic thinking, customer centricity, change leadership, collaboration, and results orientation.