CRM Lead Management Executive

About the role

Elysian Real Estate Brokers, a 20‑year‑old Dubai brokerage specialising in secondary sales, leasing and off‑plan projects, is seeking a CRM Lead Management Executive for its CRM Department. The role monitors the lead journey from entry into the CRM until transaction or closure, ensuring each lead has a clear owner, timely follow‑up, an updated status and a defined next action in line with assignment and SLA rules. You will also analyse campaign performance and provide insights to improve lead handling and conversion.

Key responsibilities

• Monitor incoming leads and verify timely assignment to the appropriate sales agent according to approved routing rules.
• Track first‑response and follow‑up SLA compliance; identify overdue actions and follow up with agents and sales managers.
• Review lead activity and progression across all stages, ensuring statuses, notes and next actions are updated in the CRM.
• Identify unattended, aging or stuck leads and coordinate corrective action to prevent missed opportunities.
• Review reassignment cases and coordinate lead redistribution according to approved criteria and authority levels.
• Ensure active leads have a valid next action and follow‑up date; monitor completion and escalate repeated gaps.
• Check lead records for missing or inconsistent information and coordinate corrections with the relevant team.
• Escalate SLA breaches, recurring follow‑up issues and lead ownership disputes to the CRM Manager.
• Analyse campaign data (lead volume, quality, response times, follow‑up compliance, stage progression, conversion rates) and report findings and recommendations.
• Prepare daily and weekly updates on assignment, overdue leads, SLA compliance, aging and reassignment.
• Flag CRM issues affecting lead capture, assignment or follow‑up to the CRM Manager and track them through resolution.
• Maintain customer data confidentiality and keep all lead records within the approved CRM environment.

Required skills

• Lead Management
• SLA Compliance