CRM Manager

CRM Manager Enablement is responsible for managing and optimizing Dubai Investment’s customer relationship management (CRM) system to support direct and digital sales channels. The role focuses on improving customer engagement, lead management and sales performance through data-driven strategies and effective CRM utilization. The CRM manager is required to streamline customer journeys, enhance lead conversion, ensure accurate tracking and reporting customer interactions across digital and direct sales platforms. 

• Manage and optimize the CRM system to support direct and digital sales.
• Oversee lead captures, distributing and tracking to improve conversion. 
• Coordinate with sales, marketing and digital teams to enhance customer journey.
• Monitor CRM data and sales performance to identify improvement opportunities.
• Generate reports and dashboards on leads, sales and campaigns.

• Vision & Outcomes: Define a clear CX vision with measurable outcomes across conversion, satisfaction, and retention.
  Examples: lead-to-lease/sale conversion rate, lease renewal rate, time to close/onboard, service resolution SLA, customer effort score (CES)

• Customer-Centric Culture: Embed a customer-first mindset across sales, leasing, and service teams.
  Examples: standardized customer journeys, customer SLAs, incentives linked to CX KPIs, unified communication tone

• Data & Insights: Leverage integrated data for actionable insights and personalization.
  Examples: real-time CX dashboards tracking conversion, renewals, and service performance; 360° customer view dashboards (buyers vs tenants vs investors); churn and renewal prediction dashboards; targeted campaign and journey performance dashboards

• Operating Model: Establish an agile, cross-functional model for seamless delivery.
  Examples: integrated sales–leasing–finance workflows, faster complaint resolution, clear ownership of end-to-end journeys

• Technology Enablement: Enable end-to-end digital journeys supported by reliable, trusted information.
  Examples: seamless inquiry-to-contract journeys, real-time unit availability and pricing, digital onboarding & payments, consistent data across channels

• Skills & Capabilities: Build future-ready CX and data capabilities to continuously improve.
  Examples: service design practices, CX analytics teams, journey ownership roles, continuous improvement frameworks

• Bachelor’s degree and above 

• 3 to 5 years of experience in CRM management or digital sales enablement.

• Experience in lead management, and sales performance tracking.

• Experience supporting digital marketing campaigns and marketing automation.

• Experience working closely with sales, marketing and digital teams to optimize customer journeys.