After Sales & CRM Director

Description

After Sales & CRM Director plays a hands-on leadership role in managing all post-sales operations - from escrow registration and property handover to after-sales service and customer relationship management. This position requires a proactive, detail-oriented leader who is deeply involved in daily execution, ensures seamless property delivery, maintains regulatory compliance, and drives continuous improvement in the client experience.

The ideal candidate combines strategic oversight with operational involvement, working closely with teams, systems, and clients to ensure every process is completed accurately, efficiently, and in line with Refine’s quality standards.

• Drive automation and efficiency improvements, ensuring processes are both scalable and reliable.
• Conduct random audits of client files, CRM entries, and project data to ensure consistency and compliance.
• Lead the CRM operations hands-on — monitoring ticket systems, ensuring timely response to client inquiries, and tracking escalation resolution.
• Anticipate high-demand periods and reorganize priorities internally to minimize the need for external hiring.
• Take ownership of the property handover process from start to finish, ensuring readiness, quality, and client satisfaction.
• Encourage accountability and ownership within the team while actively supporting them in achieving their goals.
• Conduct periodic reviews with clients to measure satisfaction and capture improvement insights.
• Be present during handover operations, monitor snagging, and verify documentation accuracy.
• Personally verify the accuracy of all documentation submitted to DLD to avoid delays or compliance risks.
• Maintain accurate documentation and follow through on all submissions until successful completion.
• Implement corrective actions directly with the team to enhance customer satisfaction and loyalty.
• Maintain a structured, hands-on approach to planning and follow-up.
• Personally review key reports, client communication templates, and property readiness checklists.
• Provide coaching, mentoring, and on-the-job guidance to ensure consistent performance.
• Oversee all after-sales requests, maintenance cases, and client service issues with direct involvement in prioritizing and resolving cases.
• Address process or service gaps immediately through training or corrective action.
• Stay personally involved in resource allocation and workload balancing across the year.
• Personally track KPI progress and ensure timely reporting to the COO.
• Work directly with banks, finance, and compliance teams to ensure each project is registered correctly and in full legal compliance.
• Ensure that all reports submitted reflect ground realities, supported by firsthand validation.
• Maintain working relationships with key DLD officials and proactively track policy or procedural changes that impact Refine projects.
• Continuously refine operational processes through direct observation and feedback from front-line employees.
• Step in personally when timelines or quality standards are at risk.
• Personally oversee the full lifecycle of escrow registration and management.
• Streamline task ownership and empower team members to multitask effectively during peak seasons.
• Act as the company’s direct liaison with DLD, managing submissions, NOCs, ownership transfers, and project-related filings.
• Analyze CRM data regularly to identify service gaps or improvement opportunities.
• Track all operational deliverables through internal systems or trackers to ensure accountability.
• Collaborate closely with the People & Culture team on performance management, providing accurate data and qualitative feedback.
• Establish clear service standards and ensure they are followed daily.
• Identify and resolve bottlenecks on-site or within departments to ensure timely delivery.

Requirements

1. Escrow Account Registration Management

3. Customer Relationship Management (CRM)

• Proven hands-on experience in DLD coordination, property handover management, and escrow account operations.
• Bachelor’s Degree in Business Administration, Real Estate, or related field (Master’s preferred).
• Attention to Detail and Quality Control
• Experience working in dynamic, high-growth real estate environments in the UAE.
• Lead by example — remain visible, accessible, and actively involved in the day-to-day work of the team.
• Pilot test process enhancements personally before full rollout.
• Customer-Centric Mindset
• Strong Task Ownership and Follow-Through
• Strong command of CRM platforms and service management tools.
• Excellent Problem-Solving and Process Thinking
• Minimum 10 years of progressive experience in real estate operations, after-sales, or CRM, with at least 5 years in a leadership role.
• High Integrity, Accountability, and Work Ethic
• Data-Driven and KPI-Oriented

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance