Director - Sales Operations & Customer Experience

Role Purpose

Accountabilities

• Develop and execute sales operations and customer experience strategies aligned with growth, revenue, and customer satisfaction objectives.
• Lead the sales operations, CRM, sales administration, documentation management, and customer journey teams.
• Oversee Salesforce governance, lead management, sales funnel optimization, reporting, forecasting, and performance analytics.
• Govern the sales lifecycle, including EOI, reservations, bookings, KYC/AML verification, SPA management, collections coordination, contract amendments, and handovers.
• Manage inventory controls, pricing governance, commercial approvals, and contract compliance.
• Oversee broker onboarding, accreditation, performance monitoring, compliance, and commission management.
• Coordinate with Finance on collections, payment tracking, customer accounts, and revenue realization.
• Drive digital transformation, process automation, operational efficiency, and continuous improvement initiatives.
• Ensure compliance with UAE real estate regulations, AML/KYC requirements, escrow obligations, and corporate governance standards.
• Build, mentor, and develop high-performing teams while promoting customer centricity and operational excellence.

Qualifications and Experience

• Bachelor's degree in business administration, operations management, real estate, sales, marketing, or a related field.
• Master's degree in business administration, strategy, real estate, or a related field is preferred.
• At least 10 to 12 years of experience in sales operations, CRM, customer experience, or commercial operations within real estate, property development, or financial services.
• At least five years of experience in a leadership role.
• Experience in Salesforce CRM implementation and digital transformation projects is advantageous.
• Professional certifications in Salesforce, CRM, customer experience, project management, Lean Six Sigma, or process excellence are desirable.
• Arabic language proficiency is preferred.

Knowledge and Skills

• Sales operations leadership and customer experience management.
• Salesforce CRM administration, optimization, and governance.
• Real estate sales operations and customer journey design.
• Sales administration, contract management, and documentation governance.
• Inventory management, pricing controls, and broker management.
• Data analytics, reporting, forecasting, and performance management.
• Process improvement, automation, and digital transformation.
• Regulatory compliance, AML/KYC, escrow requirements, and corporate governance.
• Strong stakeholder management, leadership, communication, problem-solving, and decision-making skills.
• Strategic thinking, customer centricity, change leadership, collaboration, and results orientation.