Head of CRM

KEY PERFORMANCE INDICATORS

Customer Relationship Management

Develop and implement strategies to build

strong and lasting relationships with

customers Serve as the main point of contact

for customers addressing their inquiries and

concerns promptly and professionally Collect

and analyze customer feedback to identify

areas for improvement in our products and

services Maintain an uptodate customer

database and ensure accuracy

Handover Management Create and manage a

clear handover process for properties in SP

International Property Developers including

Imperial Avenue and upcoming projects

Coordinate with various departments

including Projects construction legal and

finance to ensure a smooth handover process

Ensure that properties are handed over to

customers in compliance with contractual

agreements and quality standards Conduct

final inspections and walkthroughs with

customers addressing any issues or concerns

Collections Management Oversee the

collections process working closely with the

finance team to monitor outstanding

payments Implement effective collections

strategies to minimize payment delays and

defaults Manage negotiations and payment

arrangements with customers facing financial

challenges Maintain accurate records of

collections activities and update customer

accounts accordingly

SP International Property Developers

Imperial Avenue

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DISCLAIMER The Arabic version is a translation of the original in English for information purposes only In case of a discrepancy the English original will prevail

KEY PERFORMANCE INDICATORS (CONTD)

Team Leadership Lead and mentor the

CRM team fostering a culture of excellence

professionalism and customercentricity Set

performance goals conduct regular

performance reviews and provide

constructive feedback to team members

Collaborate with other departments to ensure

alignment and cooperation in achieving

customer satisfaction and business objectives

Reporting and Analysis Generate regular

reports on customer relationship metrics

handover status and collections performance

Analyze data to identify trends and

opportunities for process improvement

Present findings and recommendations to the

senior management team

OTHER REQUIREMENTS

Education bachelor s degree in civil engineering

Construction Management Architecture or a related

field A master s degree is a plus

years in real estate CRM Division in the UAE with

a strong focus on luxury highrise residential projects