Senior Associate, CRM

About the role

MAF Properties is looking for a Senior Associate, CRM to support the Customer Journey Service, from the signing of the Sales and Purchase Agreement through property handover and post-handover operations, including the defects liability period, complaints and queries at every stage of the customer life cycle.

Key responsibilities

• Act as the main point of contact for customers, building strong relationships from the SPA stage through handover and beyond.
• Manage customer communication throughout project completion, including regular updates, status meetings, issue tracking and follow-up actions.
• Coordinate property handovers, ensuring handover packs are prepared, appointments are scheduled efficiently and support coverage is available.
• Handle customer complaints and service requests, logging, tracking and escalating them when necessary so they are resolved promptly.
• Monitor overdue customer accounts and support default, termination, settlement, title deed transfer and mortgage registration/discharge processes.
• Oversee post-handover support, including defect liability matters during the first year.
• Support community engagement initiatives such as events, market days and resident activities.
• Maintain accurate customer data, implement workflows, run feedback surveys, review call center performance and identify CRM improvements.

Required profile

• Bachelor's degree or diploma with 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 skills.