CRM Manager

Job Summary:

Meraki Developers is seeking a seasoned and proactive CRM Manager to lead and manage post-sales operations, client servicing, legal coordination, and collections for our real estate developments in Dubai. The ideal candidate must bring in-depth experience in Dubai’s real estate sector, understand local regulations (DLD, RERA), and demonstrate proficiency in platforms like Bitrix or similar CRM systems. This role is pivotal in ensuring a premium customer journey from booking to handover.

Key Responsibilities:

Team Management & Operations

• Lead, train, and supervise a team of CRM executives to ensure high-quality customer engagement.
• Assign responsibilities, monitor performance, and implement best practices to streamline client interactions.
• Drive productivity through regular performance reviews and coaching sessions.

Client Relationship Management

• Serve as the escalation point for premium clients post-booking.
• Ensure timely, professional, and personalized responses to client queries, concerns, and service requests.
• Maintain high standards of client satisfaction throughout the customer lifecycle.

Post-Sales Operations

• Manage complete post-sales processes: welcome calls, documentation, payment plan coordination, agreement execution, and handover preparation.
• Collaborate closely with Sales, Projects, Finance, and Legal teams to ensure seamless post-sales operations and timely possessions.

Legal Coordination & Documentation

• Oversee the accurate and timely generation of client documents (Allotment Letters, SPAs, Receipts, etc.).
• Coordinate with the Legal team on Dubai-specific regulations, including RERA compliance and DLD requirements.
• Address and resolve client legal queries in coordination with the legal department.

Collections & Payment Follow-Ups

• Ensure timely collections as per agreed payment schedules.
• Proactively follow up on overdue payments and manage defaulter escalation protocols.
• Prepare regular collection reports and MIS for management visibility.

Handover & Possession

• Manage the end-to-end handover process in coordination with engineering and facility teams.
• Schedule pre-possession inspections, ensure snag list resolution, and arrange handover appointments.
• Maintain complete possession documentation and client feedback reports.

Key Skills & Competencies:

• Proven leadership and team management skills.
• Strong communication (verbal & written) and client servicing capabilities.
• In-depth knowledge of Dubai real estate post-sales processes, RERA, and DLD compliance.
• Hands-on experience with Bitrix CRM or similar real estate CRM platforms.
• Exceptional organizational, documentation, and follow-up skills.
• Strong analytical mindset with proficiency in reporting tools (Excel, dashboards).

Qualifications:

• Bachelor’s or Master’s degree in Business Administration, Marketing, or related field.
• 6–10 years of CRM experience in real estate; Dubai real estate development experience is mandatory.
• Experience in managing collections, legal documentation, and team operations is essential.

Preferred Industry Experience:

• Residential or commercial real estate developers in Dubai.
• Exposure to mid-to-high ticket property segments.
• Familiarity with the Dubai Land Department (DLD), RERA processes, and client documentation norms in the UAE.