CRM Manager – Lead Management (Real Estate)

About the role

The CRM Manager will lead the lead‑management function for a fast‑growing real‑estate business in the United Arab Emirates. Reporting to senior leadership, you will ensure seamless coordination between sales, marketing, technology and customer support while maintaining high‑quality CRM data and efficient call‑center operations.

Key responsibilities

• Manage daily activities of the Operations team, including CRM coordinators, lead owners and call‑center staff.
• Supervise the use of lead‑management platforms such as My Leads, Convolo, Brightcall and other integrated tools.
• Oversee call‑center performance, ensuring quality, responsiveness and proper routing to sales teams.
• Coordinate lead rotation schedules, guaranteeing fair and timely distribution based on agent availability and performance.
• Collaborate with Marketing and Web Development to integrate website‑generated leads into the CRM.
• Deliver CRM training for new hires and monitor data accuracy, identifying gaps or irregularities.
• Open and manage support tickets, working with the Acceleration Team in Jordan to resolve technical issues.
• Generate regular reports on operational performance, lead movement and system usage.

Required profile

• Bachelor’s degree in Business Administration, Operations Management or a related field.
• Minimum 5–7 years of experience in CRM, lead management or operations within the real‑estate sector.
• Proven ability to lead cross‑functional teams and drive process improvements.
• Strong analytical mindset with a focus on data quality and operational risk mitigation.

Required skills

• My Leads
• Brightcall
• Convolo
• CRM Systems
• Microsoft Office Suite
• Reporting Tools
• Lead management tools