Senior Associate – CRM Customer Journey Management

About the role

The Senior Associate – CRM will own the end‑to‑end customer journey for property buyers, from signing the Sales and Purchase Agreement through handover and post‑handover support. You will act as the primary liaison, ensuring a seamless experience and high satisfaction throughout the ownership lifecycle.

Key responsibilities

• Serve as the main point of contact for customers from SPA stage to post‑handover.
• Manage all customer communications, providing regular updates, status meetings, issue tracking and follow‑up actions.
• Coordinate property handovers, preparing handover packs, scheduling appointments and guaranteeing support coverage.
• Handle complaints and service requests, logging, tracking, escalating and resolving issues promptly.
• Monitor overdue accounts and support processes such as default, termination, settlement, title deed transfer and mortgage registration/discharge.
• Oversee post‑handover support, managing defect‑liability matters during the first year.
• Support community‑engagement initiatives like events, market days and resident activities.
• Drive operational excellence by maintaining accurate customer data, implementing workflows, conducting feedback surveys, reviewing call‑center performance and identifying CRM improvement opportunities.

Required profile

• Bachelor’s degree or Diploma with at least 3 years of experience, including 2 years in real estate.
• Excellent written and verbal communication in English and Arabic.
• Ability to work under pressure and meet deadlines.
• Ownership mindset with high accountability for deliverables.
• Strong planning, organization and prioritization skills.
• Strong customer‑service and stakeholder‑management capabilities.

Required skills

What we offer

• A mission‑driven environment focused on creating great moments for customers.
• A friendly, positive workplace with over 45,000 diverse colleagues.
• Opportunities to grow within a regional market leader.
• Access to the company’s Leadership Model and continuous development programs.