Senior Manager CRM

Overview

The Sales & Leasing Performance Unit at Qiddiya is tasked with establishing and maintaining industry-leading standards and expertise in sales and leasing activities. This includes the development of best practices, supportive tools, consistent procedures across projects, ongoing training, and providing strategic guidance to the Sales & Leasing Operations team. The unit also manages an online training platform focused on sales and leasing curricula, oversees customer journey strategies including CRM and digital tools, and monitors market intelligence to inform these operations.

Position Summary

The Senior Manager of Customer Relationship Management (CRM) will spearhead the CRM initiatives for sales and leasing functions. The role demands deep expertise in CRM platforms, data analytics, and customer engagement to enhance satisfaction and loyalty.

Key Responsibilities

• Lead and nurture a CRM team, promoting a collaborative, high-achieving environment and overseeing their training and development.
• Manage CRM data quality, analyze customer behaviors and trends to inform marketing and operational strategies.
• Collaborate cross-functionally with marketing, sales, leasing teams, and IT to align CRM initiatives and ensure effective system integration.
• Define KPIs for CRM success, provide regular performance reports, and propose actionable enhancements.
• Design and execute customer loyalty programs and targeted marketing campaigns based on segmentation and analytics.
• Maintain awareness of evolving CRM technologies, leading implementation and optimization efforts.
• Oversee day-to-day CRM operations to ensure performance and data integrity.
• Refine customer segmentation and tailor communications to increase engagement and sales effectiveness.
• Identify and apply process enhancements supporting CRM operational excellence.
• Train and support staff in CRM practices, fostering an environment of continuous improvement.
• Manage vendor relationships to ensure optimal CRM service delivery and assess new technology opportunities.
• Ensure adherence to data governance policies and compliance with relevant data protection regulations.
• Set and evaluate employee objectives, provide feedback, address performance issues, and promote company values.

Qualifications and Skills

• Bachelor’s degree in Business Administration, Marketing, or a related discipline; Master’s degree preferred.
• Over 12 years’ experience in CRM management with minimum 3 years in leadership roles, preferably within real estate sales and leasing.
• Proven track record in CRM system implementation, configuration, and integration, with expertise in managing cross-functional project teams.
• Strong understanding of CRM best practices in real estate, including data migration and user adoption strategies.
• Advanced analytical skills for interpreting data and guiding decisions.
• Proficiency in CRM platforms such as Microsoft Dynamics, Salesforce, and HubSpot, plus data analysis tools.
• Excellent communication and interpersonal skills to build relationships organization-wide.
• Ability to multitask and lead projects in a dynamic, fast-paced environment.
• Arabic language proficiency (written and spoken) is advantageous.