Senior Associate, CRM

JOB TITLE
Senior Associate, CRM | MAF Properties | Head Office

ROLE SUMMARY
To support the Customer Journey Service from signing of the Sales and Purchase Agreement to property handover and post-handover operations including managing of defects liability period, complaints and queries at any point of the customer life cycle.

ROLE PROFILE

• Act as the main point of contact for customers, building and maintaining strong relationships from the Sale Purchase Agreement (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 adequate support coverage is always available.
• Handle customer complaints and service requests, ensuring all issues are logged, tracked, escalated when necessary, and resolved promptly.
• Monitor overdue customer accounts and support the execution of default, termination, settlement, title deed transfer, and mortgage registration/discharge processes.
• Oversee post-handover customer support, including managing defect liability matters during the first year and ensuring a positive ownership experience.
• Support community engagement initiatives, such as events, market days, and resident activities to enhance community activation and customer satisfaction.
• Drive operational excellence and customer insights by maintaining accurate customer data, implementing workflows, conducting feedback surveys, reviewing call center performance, and identifying CRM improvement opportunities.

REQUIREMENTS

• Bachelor's degree or Diploma with 3+ years of experience, including 2+ years in real estate.
• Excellent Written & Verbal communication in English and Arabic.
• Ability to work under pressure and meet deadlines.
• wnership mindset with high accountability for deliverables.
• Strong planning, organization, and prioritization skills.
• trong customer service and stakeholder management skills.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.