وصف الوظيفة
Role Overview
Head of CRM at AHS Properties, a Dubai-based ultra-luxury real estate developer and investment group. This role leads the customer relationship management function across the organization, combining CRM strategy, customer lifecycle oversight, data-driven decision-making, and cross-functional partnership to elevate the experience of a discerning clientele.
Company Overview
AHS Properties is a Dubai-based ultra-luxury real estate developer and investment group focused on high-end projects and ventures reshaping the city's landscape. The business operates at the intersection of premium development and exceptional client experience, committed to building lasting relationships across the customer journey.
Role Purpose
Lead and shape how client engagement, retention, and satisfaction are delivered across the organization through strategic CRM oversight, lifecycle management, and close partnership with teams throughout the business.
Key Responsibilities
CRM Strategy & Operations
- Lead the customer relationship management function across the organization.
- Drive customer engagement, retention, and satisfaction through effective CRM strategies.
- Oversee CRM reporting, workflow automation, dashboard management, customer segmentation, and user adoption.
- Analyze customer data and translate insights into improved retention, satisfaction, and loyalty.
Customer Lifecycle Management
- Manage the complete customer lifecycle, from reservation and sales support through handover, post-handover care, and long-term relationship management.
- Oversee the Defect Liability Period process and coordinate with construction, maintenance, facilities management, and customer service teams to support timely issue resolution.
- Strengthen property handover processes, maintenance coordination, customer escalation management, and service recovery.
Team Leadership & Collaboration
- Lead and develop high-performing CRM and customer service teams.
- Collaborate with Sales, Marketing, Development, Operations, Property Management, and Executive Leadership to improve the customer experience.
Qualifications & Experience
- Bachelor's degree in Marketing, Business Administration, or a related field; Master's degree is a plus.
- 7+ years of experience in CRM management.
- Proven expertise in CRM platforms such as Salesforce or Microsoft Dynamics, along with experience using marketing automation tools.
- Knowledge of customer data protection laws and compliance requirements.
- Experience in luxury real estate or related industries is advantageous.
Skills & Competencies
- Fluent in English.