Client Communications Lead

About The Role

Client Communication Management

• Develop and maintain all customer communication templates across projects, ensuring consistency in messaging and brand tone.
• Manage all client-facing communications, including project updates, construction progress notifications, payment reminders, handover communications, and service announcements.
• Ensure all customer inquiries and requests are responded to promptly and professionally, maintaining agreed service levels.
• Monitor communication channels and ensure real-time follow-up on critical customer matters.

Communication Planning & Execution

• Create and manage communication calendars for project milestones and customer touchpoints.
• Coordinate batch communications, email campaigns, SMS, and broadcast messages to customers.
• Prepare and distribute newsletters, project updates, and construction progress communications.
• Support the launch of new offers, promotions, and customer engagement initiatives in collaboration with the Marketing team.

Crm & Process Management

• Utilize Salesforce CRM to manage customer communications, workflows, and communication records.
• Ensure communication templates, automated journeys, and customer data are maintained and optimized within Salesforce.
• Track communication effectiveness and customer engagement metrics.

Stakeholder Coordination

• Work closely with Marketing, Sales, Customer Service, and Project teams to gather accurate project information and ensure aligned messaging.
• Coordinate with Construction and Development teams to communicate project progress and updates to clients.
• Support crisis communication and issue management when required.

Reporting & Continuous Improvement

• Prepare regular reports on communication performance, customer feedback, response times, and communication effectiveness.
• Recommend improvements to customer communication processes and customer experience initiatives.
• Ensure compliance with company standards and regulatory requirements.

Requirements

• Bachelor's degree in Marketing, Communications, Public Relations, Business Administration, or a related field.
• Minimum 3 years of experience in communications, customer engagement, CRM, or marketing within a real estate developer in the UAE.
• Experience managing customer communications across multiple projects.
• Hands-on experience with Salesforce CRM is essential.

Skills & Competencies

• Excellent written and verbal communication skills in English & Arabic.
• Strong stakeholder management and coordination abilities.
• Customer-centric mindset with strong attention to detail.
• Experience creating communication templates, newsletters, and customer engagement campaigns.
• Ability to manage multiple projects and deadlines simultaneously.
• Strong reporting and analytical skills.
• Russian language skills are an advantage.