After Sales & CRM Director

Role DescriptionAfter 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.Key Responsibilities1. Escrow Account Registration ManagementPersonally oversee the full lifecycle of escrow registration and management.Work directly with banks, finance, and compliance teams to ensure each project is registered correctly and in full legal compliance.Maintain accurate documentation and follow through on all submissions until successful completion.Act as the company’s direct liaison with DLD, managing submissions, NOCs, ownership transfers, and project-related filings.Maintain working relationships with key DLD officials and proactively track policy or procedural changes that impact Refine projects.Personally verify the accuracy of all documentation submitted to DLD to avoid delays or compliance risks.2. Property Delivery & Handover ProcessTake ownership of the property handover process from start to finish, ensuring readiness, quality, and client satisfaction.Be present during handover operations, monitor snagging, and verify documentation accuracy.Identify and resolve bottlenecks on-site or within departments to ensure timely delivery.3. Customer Relationship Management (CRM)Lead the CRM operations hands-on — monitoring ticket systems, ensuring timely response to client inquiries, and tracking escalation resolution.Analyze CRM data regularly to identify service gaps or improvement opportunities.Implement corrective actions directly with the team to enhance customer satisfaction and loyalty.Oversee all after-sales requests, maintenance cases, and client service issues with direct involvement in prioritizing and resolving cases.Establish clear service standards and ensure they are followed daily.Conduct periodic reviews with clients to measure satisfaction and capture improvement insights.4. Team Leadership & DevelopmentLead by example — remain visible, accessible, and actively involved in the day-to-day work of the team.Provide coaching, mentoring, and on-the-job guidance to ensure consistent performance.Encourage accountability and ownership within the team while actively supporting them in achieving their goals.5. Cost Efficiency & Task ManagementStay personally involved in resource allocation and workload balancing across the year.Anticipate high-demand periods and reorganize priorities internally to minimize the need for external hiring.Streamline task ownership and empower team members to multitask effectively during peak seasons.Maintain a structured, hands-on approach to planning and follow-up.Track all operational deliverables through internal systems or trackers to ensure accountability.Step in personally when timelines or quality standards are at risk.6. Quality Assurance & Process OptimizationPersonally review key reports, client communication templates, and property readiness checklists.Conduct random audits of client files, CRM entries, and project data to ensure consistency and compliance.Address process or service gaps immediately through training or corrective action.Continuously refine operational processes through direct observation and feedback from front-line employees.Drive automation and efficiency improvements, ensuring processes are both scalable and reliable.Pilot test process enhancements personally before full rollout.7. Reporting & Performance MetricsPersonally track KPI progress and ensure timely reporting to the COO.Collaborate closely with the People & Culture team on performance management, providing accurate data and qualitative feedback.Ensure that all reports submitted reflect ground realities, supported by firsthand validation.Qualifications & ExperienceBachelor’s Degree in Business Administration, Real Estate, or related field (Master’s preferred).Minimum 10 years of progressive experience in real estate operations, after-sales, or CRM, with at least 5 years in a leadership role.Proven hands-on experience in DLD coordination, property handover management, and escrow account operations.Strong command of CRM platforms and service management tools.Experience working in dynamic, high-growth real estate environments in the UAE.Key CompetenciesHands-on Operational LeadershipStrong Task Ownership and Follow-ThroughExcellent Problem-Solving and Process ThinkingCustomer-Centric MindsetAttention to Detail and Quality ControlCross-Functional CollaborationData-Driven and KPI-OrientedHigh Integrity, Accountability, and Work Ethic