Dubai: Senior CRM & Customer Lifecycle Transformation Lead

TMC Middle East; Dubai; On-site; AED 400,000 - 700,000; Full time

Job summary

Confidential real estate and property management organisation in Dubai is seeking a senior transformation leader to own the end-to-end customer lifecycle strategy. The role encompasses customer acquisition, onboarding, engagement, service, retention and loyalty, with responsibility for a portfolio of CRM and enterprise transformation initiatives.

The candidate will design end-to-end lifecycle frameworks, lead cross-functional, multi‑vendor teams and report to executives.

Qualifications

• 12–18 years of experience in CLM, CRM or related enterprise transformation roles.
• Proven portfolio or programme management experience in a large enterprise.
• Hands‑on leadership experience with Salesforce CRM, including Sales Cloud and/or Service Cloud.
• Strong SAP ecosystem experience, including transformation and enterprise integration.
• Understanding of system integration, data flows, and enterprise architecture across CRM/ERP.
• Experience leading cross-functional, multi‑vendor teams and influencing senior and C‑level stakeholders.
• Bachelor’s degree in Business, IT, Engineering or related field.
• Willingness to work on‑site in Dubai, UAE.

Responsibilities

• Design and implement end-to-end customer lifecycle frameworks covering prospecting, onboarding, service, retention and loyalty.
• Lead customer‑centred transformation aligned with growth, tenant experience and operational goals.
• Establish KPIs and dashboards for customer satisfaction, retention and lifetime value.
• Prioritise and govern a portfolio of CLM initiatives across digital, CRM and operational domains.
• Lead large‑scale programmes, timelines, delivery governance and executive stakeholder reporting.
• Lead implementation and optimisation of Salesforce Sales Cloud and Service Cloud.
• Drive SAP transformation and integration, including SAP CX and/or S/4HANA where relevant.
• Support Oracle Unifier initiatives where applicable.
• Ensure integration across CRM, ERP and property management systems, including enterprise architecture, data flows and governance.
• Lead cross-functional and multi‑vendor teams across leasing, operations, finance, customer service and IT.

Skills

CRM leadership

Salesforce CRM

Enterprise transformation

Portfolio management

Stakeholder influence

Cross-functional leadership

Education

Bachelor's degree in Business, IT, Engineering or related field

Tools

Sales Cloud

Service Cloud

SAP

Oracle Unifier

Job description

Confidential real estate and property management organisation in Dubai is seeking a senior transformation leader to own the end-to-end customer lifecycle strategy. The role encompasses customer acquisition, onboarding, engagement, service, retention and loyalty, with responsibility for a portfolio of CRM and enterprise transformation initiatives.

The candidate will design end-to-end lifecycle frameworks, lead cross-functional, multi‑vendor teams and report to executives.