CRM & Sales Operations Manager (Real Estate Sector)

CRM Management & Customer ExperienceManage and oversee CRM operations to ensure accurate customer data, contracts, payments, and communication records.Develop and implement customer service standards and CRM procedures to enhance client satisfaction.Monitor customer journey from reservation to handover and post-handover support.Handle escalated customer complaints and ensure timely resolution.Client Handover & DeliveryManage the unit handover process to clients, ensuring compliance with contractual terms and quality standards.Coordinate snagging, de-snagging, and final inspections prior to handover.Ensure proper documentation is prepared and delivered to clients (handover forms, warranties, manuals, keys).Act as the main point of contact with clients during the handover phase.Operations & Process ManagementExplain contract terms and ensure the client fully understands all clauses and conditions; follow up on contract signing in a legal and organized manner.Coordinate payment processes, issue invoices, receive checks, and ensure all financial documentation is properly completed.Ensure that the client fully understands the contract content, sales terms, and legal procedures, and confirm compliance with all requirements.Track installment payment schedules, ensure compliance, and apply penalties or legal actions in case of delays.Handle cancellation requests, ensure compliance with legal conditions, process contract nullifications, and inform clients of all related procedures and implications.Internal CoordinationCoordinate closely with Sales, Finance, Construction, Technical Office, and Legal teams to ensure smooth customer operations.Coordinate with the Sales Department to issue and document broker commissions, ensuring adherence to company financial policies and conditions.Ensure alignment between customer contracts, payment status, and unit readiness.Team ManagementLead, coach, and evaluate CRM and operations team members.Set performance objectives, monitor productivity, and support team development.Ensure all CRM and handover processes comply with company policies and contractual obligations.Prepare regular reports on customer satisfaction, handover progress, issues, and resolutions.

Bachelor degree in business administration, Marketing, Law , or related field.Effective communication skills.Active listening and persuasive communication.Building strong client relationships and earning trust.Strong problem-solving abilities and striving for win-win solutions.

Solid understanding and management of contract Negotiation and constructive discussion skills.