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CRM Executive

Date: 27-Dec-2021

Location: Dubai, AE

Company: Majid Al Futtaim

Role Purpose:


  • To support the Customer Journey Service from signing of the Sales and Purchase Agreement to property handover and post-handover operations including managing of defects liability period, complaints and queries at any point of the customer life cycle.


Role Details – Key Responsibilities and Accountabilities:


Key Tasks: 


  • Serves as the primary interface to the Client in building and maintaining the ongoing business relationship, during and after the initial implementation of Client set-up, with regard to operational needs, communication and client service.


1.  Responsibilities between signing of SPA and property handover


  • Developing project completion communication on an ongoing basis.
  • Plans and leads Client relationship status calls, including scheduling, planning, communications, and post meeting review notes and dissemination of notes internally and to Client and provides follow-up on open issues
  • Follow up with Clients regarding a variety of issues. Tracks and follows up to ensure resolution of issues.
  • Assist in the collation & coordination of the client handover packs ensuring that each
    apartment has a handover pack presented to the client
  • Manage and maintain handover appointment calendars for each handover ensuring
    that cover is always in place and that the timing of handovers is effective.
  • Ensure complaints are registered/tracked and responded promptly and with urgency
  • Monitor overdue customers and make recommendations to initiate default and termination processes
  • Execute the administration of the default and termination processes
  • Manage the key handover process to customers as per the handover strategy and administer settlement payments and handover documentation including title deed transfer


2. Post-Handover Responsibilities

  • Managing if the defects liability period with end users related to the 1st year after handover.
  • Assist in arranging community events, market days and community engagement sessions to activate the community


3. General Responsibilities


  • Coordinate with the Data Management team to ensure the integrity of customer data and adherence to transaction and post-transaction processes.
  • Anticipates and identifies CRM opportunities and works with management, sales and operations personnel to prioritize those opportunities.
  • Escalate any and all concerns to Associate Manager- Customer Relations for resolution including communication with the Client where appropriate
  • Conduct regular customer research and feedback surveys.
  • Knows all pertinent project requirements (program, design, up-sell, cross-sell, etc)
  • Implement internal process workflows.
  • Monitor and review the performance of the external call center operations and performance.


Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)

The candidate should be able to grasp the complexity of customer journey in a property life cycle. The ideal candidate will have strong communication and interpersonal skills with ability to manage and build relationships with customers and internally.

Other Context (if applicable):

  • Excellent Written & verbal communication in English and Arabic.
  • Ability to work under pressure , result driven and demonstrates the ability to take on additional responsibilities
  • Exceptional Communication and Customer Service Skills

Functional/Technical  Competencies:

Good planning and organizing skills in order to manage priorities

Strong sense of accountability for projects tasks assigned


Personal Characteristics and Required Background:

Ability to demonstrate patience and handle unexpected complaints or events in a professional manner with a calming presence.


Minimum Qualifications/education

  • Bachelor Degree or Diploma


Minimum experience

  • Minimum of 3 years’ Experience in similar field (1 year experience in Real estate preferable)
  • Experience in Middle East is an added value