Head of CRM

Our client is a family office seeking to appoint an experienced Assistant Vice President CRM reporting to the Chief Financial Officer, based at its headquarters in Ras Al Khaimah.

The role holder will be responsible for leading the company's Salesforce-driven customer relationship management strategy across residential, hospitality, and mixed-use developments, prioritizing the enhancement of customer loyalty, ក្នុង conversion optimization, and maximization of customer lifetime value.

The Head of CRM will be directly responsible for the end-to-end implementation,-M adoption, automation, and data-driven insights of the CRM platform, ensuring every customer interaction enhances business outcomes. fanno.

Define and execute the overall CRM vision, strategic roadmap, and key performance indicators aligned with business objectives and long-term shareholder value.

Lead Salesforce adoption and drive change management across Sales, Marketing, Customer Service, and other customer-facing departments.

Champion customer-centric culture across the organization, ensuring all touchpoints reflect the company's commitment to customerτην excellence.

Over حماية configuration, customization, and integration of Salesforce platform components including Sales Cloud, Service Cloud, Marketing Cloud, and Experience Cloud. Ensure data accuracy, cleanliness, mágico, and governance across all CRM modules and customer databases.

Manage seamless integration with enterprise resource planning (ERP) systems, digital platforms, call center tools, and other business-critical applications.

Develop and implement sophisticated automation workflows for lead nurturing, conversion tracking, pipeline management, and after-sales engagement.

Partner with Marketing to design personalized customer journeys, loyalty programs, segmentation strategies, and campaign analytics.

Provide actionable insights from CRM dashboards and analytics to support strategic decision-making at leadership level.

Create and manage comprehensive Salesforce dashboards, reports, and advanced analytics for senior leadership and board-level reporting.

Track and report on key metrics including lead-to-sale conversion rates, agent productivity, customer retention, and service-level agreements (SLAs).

Build, lead, and mentor a high-performing CRM team comprising administrators, analysts, developers, and specialists.

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Manage vendor relationships with Salesforce partners, implementation consultants, and technology service providers to ensure optimal value delivery.

Conduct comprehensive user training programs and ensure consistent platform adoption across all departments.

• Bachelors or masters degree in business, IT, or a related field.
• ए minimum 8‑12 years of professional experience.
• At least 5+ years of hands‑on experience managing Salesforce CRM platforms in a leadership capacity.
• Proven track record of CRM leadership within real estate, property development, hospitality, or related sectors.
  
  Strong understanding of lead management, sales funnels, and customer lifecycle management.
• Salesforce certifications (Admin / Advanced Admin / Sales Cloud Consultant) preferred.
• Prior experience leading digital transformation or system integration projects is an advantage.
• Background in leading organizational change management and driving technology adoption at scale.
• Experience in the UAE real estate or hospitality industry is preferred.
• Advanced proficiency in Salesforce platform.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
• Must have professional‑level fluency in English.