AHS is a Dubai-based ultra-luxury real estate developer and investment group focused on high-end projects and ventures that are reshaping the city’s landscape. Working at the intersection of premium development and exceptional client experience, the business is committed to building lasting relationships across the customer journey.
As Head of CRM, you will lead the customer relationship management function and shape how client engagement, retention, and satisfaction are delivered across the organization. This role has broad impact, combining CRM strategy, customer lifecycle oversight, data-driven decision-making, and close partnership with teams across the business to elevate the experience of a discerning clientele.
Responsibilities
- 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.
- 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.
- Analyze customer data and translate insights into improved retention, satisfaction, and loyalty.
- 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.
Requirements
- 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.
- Fluent in English.
- Experience in luxury real estate or related industries is advantageous.