CRM Lead Management Executive

Elysian Real Estate; Dubai; On-site; AED 112,000 - 167,000; Full time

Job summary

Elysian Real Estate in Dubai is seeking a CRM Lead Management Executive to join our CRM Department. You will monitor the lead journey from entry to transaction, ensure each lead has an owner, timely follow-up, updated status and defined next actions in line with SLA rules.

You will analyse campaign performance, provide insights to improve lead handling and conversion, and coordinate QA calls, escalations and lead redistribution with the CRM Manager.

Job description

Elysian Real Estate is an established Dubai real estate brokerage with over 20 years of experience in the market. We specialise in Secondary Sales, Leasing and Off-Plan, working with some of Dubai’s leading luxury developers.

We are a fast-paced, performance-driven business with an established reputation in the Dubai real estate market and ambitious plans for continued growth. We are looking for a CRM Lead Management Executive to join our CRM Department.

Monitor the lead journey from the moment a lead enters the CRM until transaction or closure. Ensure every lead has a clear owner, timely follow-up, an updated status and a defined next action, in line with approved assignment and SLA rules. Analyse the performance of assigned campaigns and provide insights to improve lead handling and conversion.

Key responsibilities

• Monitor incoming leads and verify timely assignment to the appropriate sales agent according to approved routing rules.
• Track first response and follow-up SLA compliance; identify overdue actions and follow up with agents and sales managers.
• Review lead activity and progression across all stages, ensuring statuses, notes and next actions are updated in the CRM.
• Identify unattended, aging or stuck leads and coordinate corrective action to prevent missed opportunities.
• Conduct Quality Assurance (QA) calls to re-activate or follow-up with leads.
• Review reassignment cases and coordinate lead redistribution according to approved criteria and authority levels.
• Ensure active leads have a valid next action and follow-up date; monitor completion and **escalate** repeated gaps.
• Check lead records for missing or inconsistent information and coordinate corrections with the relevant team.
• Escalate SLA breaches, recurring follow-up issues and lead ownership disputes to the CRM Manager.
• Analyse the campaigns under their scope using CRM data, including lead volume and quality, response times, follow-up compliance, stage progression and conversion rates. Identify trends and performance gaps, and report findings and recommendations to the CRM Manager.
• Prepare daily and weekly updates on assignment, overdue leads, SLA compliance, aging and reassignment.
• Flag CRM issues affecting lead capture, assignment or follow-up to the CRM Manager and track them through resolution.
• Maintain customer data confidentiality and keep all lead records and activities within the approved CRM environment.

Working relationships

Work closely with the CRM Manager, sales agents and sales managers to ensure leads are consistently followed up and progressed. Coordinate system-related issues through the designated CRM support team.