CRM Officer

Job Description

CRM specialist – Arabic Speaker
 
PRIMARY PURPOSE

The primary purpose of the Lead Owner (CRM Officer) role is to ensure full ownership, control, and optimization of the lead management process within the CRM system by guaranteeing timely lead assignment, strict CRM compliance, effective campaign execution, and accurate performance reporting, with the objective of maximizing lead utilization, improving response times, and increasing overall sales conversion.

RESPONSIBILITIES

Own and manage the end-to-end lead lifecycle within the CRM system for assigned sales managers’ teams, ensuring all leads are assigned, actioned, and progressed in accordance with defined SLAs.

Monitor daily lead activity to ensure no leads remain pending, unattended, or inactive, and proactively intervene to resolve delays or operational gaps.

Execute, monitor, and optimize daily CRM campaigns to ensure consistent engagement with leads and alignment with sales strategies and conversion targets.

Conduct regular audits of sales agents’ CRM activities to ensure that all calls, follow-ups, meetings, and client interactions are accurately logged, updated, and time-stamped.

Enforce CRM compliance and data accuracy standards across the sales teams, identifying non-compliance and escalating recurring issues to sales management when required.

Manage and control lead distribution, routing, and rotation rules within the CRM to ensure fair, transparent, and efficient allocation of leads, while eliminating manual lead handling practices.

Coordinate closely with sales managers to address lead quality issues, agent performance gaps, and workflow inefficiencies impacting conversion rates.

Prepare and deliver regular and ad-hoc performance reports to management covering lead status, response times, agent activity levels, campaign effectiveness, and overall conversion performance.

Analyze CRM data to identify trends, bottlenecks, and improvement opportunities, and provide actionable recommendations to enhance lead utilization and sales productivity.

Support continuous improvement initiatives by recommending CRM process enhancements, automation opportunities, and best practices aligned with business growth objectives.

Takes Health, Safety & Environment (HSE) lead in ensuring “safe systems of work” and “safe conditions” are in place within area of responsibility.

Performs other similar or related duties as required or assigned by management.

QUALIFICATIONS & EXPIERENCE

Educational Requirements / Qualifications:

Bachelor’s degree in Business Administration, Marketing, Sales, or a related field

A diploma or certification in CRM management is a plus.

Experience:

Minimum 2–4 years of hands-on experience managing CRM systems, lead management processes, or sales operations, preferably in real estate, financial services, or high-volume sales environments.

Proven experience in executing and monitoring CRM campaigns, lead distribution, and performance reporting.

Strong understanding of CRM workflows, automation rules, and SLA-driven lead management processes.

Demonstrated ability to work with multiple sales teams, maintain high data accuracy, and enforce operational discipline.

Mandatory experience managing lifestyle-focused social media pages, with a clear understanding of audience engagement, visual storytelling, and brand positioning.

Familiarity with CRM platforms such as Salesforce, HubSpot, Zoho, PropSpace, or equivalent is highly desirable.

Skills and Competencies:

The Lead Owner must demonstrate strong hands-on experience with CRM platforms and a solid understanding of lead management workflows.

should be able to manage high volumes of leads and coordinate effectively with multiple sales agents simultaneously.

Proficiency in reporting, data analysis, and CRM dashboards is required to monitor performance, track conversion metrics, and assess campaign effectiveness.

Excellent verbal and written communication skills are necessary to liaise efficiently between management and sales teams.

The Lead Owner should possess strong interpersonal skills to enforce processes, provide guidance, and maintain professional working relationships with sales agents.

The ideal candidate must be highly organized, detail-oriented, and process-driven, with a proactive approach to problem-solving and accountability.

The candidate should be adaptable to fast-paced, performance-driven environments and possess an analytical mindset to identify trends, bottlenecks, and opportunities for continuous improvement.

CRM Expertise: Strong experience in managing CRM platforms and lead management workflows.

Operational Discipline: Ability to manage high-volume data and multiple sales agents with precision.

Communication: Excellent verbal and written communication skills to liaise effectively between management and sales agents.