CRM Executive

Job Description

The Client Relations Advisor (CRM) is responsible for delivering a high-quality customer experience throughout the customer post-sale journey. This role ensures timely customer communication, accurate CRM data management, and coordination with internal teams (Sales, Sales Operations, Legal, Finance, Marketing, Construction, Handover, Property Management). The Advisor acts as the customer’s primary point of contact and ensures all touchpoints meet the Grid’s professional standards.

Customer Post-Sale Journey & Relationship Management

• Manage customer lifecycle after the commercial close (once the SPA is signed) when ownership of customer transfers to CRM.
• Serve as the main point of contact for customers throughout the post-sales phase (phone, email, WhatsApp, in person channels)
• Conduct Welcome calls / issue official Welcome Letters, including payment schedule, escrow account details, construction timelines, CRM contact details;
• Activate customer portal / provide access to customer (if applicable)
• Ensure all interactions with customers reflect professionalism, accuracy, and promptness.

Construction Engagement & Updates

• Quarterly (or monthly) construction progress reports with photography to be sent to customers via newsletters or email
• Working closely with Marketing and Construction / Project delivery teams, provide regular project announcements on important construction milestones, target completion date, as well as any other information relevant to the customer’s property location that could be of interest to the customer.

Collections & Financial Control Support

• Automated installment reminders to be sent out as per agreed timelines for each project
• Coordinate with Finance and escalate to Head of CRM on overdue accounts
• Soft collections only (no harassment)
• Payments receipts issued via Finance
• Account reconciliation with Finance

Handover Support & Coordination

• Ensure all documentation and final payment completed before handover
• Coordinate with Marketing on preparation of the Handover Pack for customers
• Handover Pack to include; Oqood, completion certificate, warranty manuals.
• Liaise with Engineering, Project Delivery and Quality teams to confirm unit readiness for customer inspection and snagging
• Ensure customer on-site journey is put in place before any site visits can be booked (coordinate with Marketing).
• Coordinate customer site visits with the Handover team for final inspections and snagging
• Coordinate Key handover / homeowner orientation with the Handover and Property Management teams

Issue Resolution & Customer Advocacy

• Log, track, and follow up on customer complaints or service requests.
• Coordinate internally with technical and support teams to ensure timely resolution.
• Escalate complex issues to the Head of CRM and relevant stakeholders.
• Conduct follow-up calls post-resolution to ensure customer satisfaction.

Customer Experience & Process Compliance

• Adhere to service standards, SLAs, and communication protocols established by the Head of CRM.
• Ensure accuracy in all customer updates, documentation, and system entries.
• Identify recurring customer issues and share insights to support process improvement.

Reporting & Data Management

• Update the CRM system with customer interactions, follow-ups, payments, and service requests.
• Generate daily/weekly reports on customer status, pending actions, and payment progress.
• Provide inputs to support forecasting, customer satisfaction tracking, and collection performance reviews.

Cross-Functional Collaboration

• Work with Sales, Finance, Legal, Marketing, Projects, Handover, and Engineering teams to ensure service continuity.
• Support the Head of CRM in implementing new policies, processes, and customer communication frameworks.
• Maintain detailed customer records and communications in the CRM system.

Requirements

Qualifications

• Bachelor’s degree in marketing, Business Administration, communications, or relevant work experience in the related field.

Experience

• 2-3 years of experience in CRM, customer experience, sales support or client services role
• Experience in real estate, luxury retail, hospitality, automotive or banking is highly preferred.