Head of CRM - Luxury Real Estate

About the role

AHS, a Dubai-based ultra-luxury real estate developer and investment group, is looking for a Head of CRM to lead its customer relationship management function. The role shapes how client engagement, retention and satisfaction are delivered across the organisation, combining CRM strategy, customer lifecycle oversight, data-driven decisions and close partnership with teams across the business.

Key responsibilities

• Lead the CRM function and drive engagement, retention and satisfaction through CRM strategies.
• Oversee CRM reporting, workflow automation, dashboard management, customer segmentation and user adoption.
• Manage the 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.
• Strengthen handover processes, maintenance coordination, escalation management and service recovery.
• Analyse customer data and turn insights into better retention, satisfaction and loyalty.
• Lead and develop CRM and customer service teams.
• Work with Sales, Marketing, Development, Operations, Property Management and Executive Leadership to improve the customer experience.

Required profile

• Bachelor's degree in Marketing, Business Administration or a related field; Master's degree is a plus.
• 7+ years of experience in CRM management.
• Fluent in English.
• Experience in luxury real estate or related industries is advantageous.

Required skills

• CRM platforms such as Salesforce or Microsoft Dynamics.
• Marketing automation tools.
• Knowledge of customer data protection laws and compliance requirements.