Handover Property Manager (CRM)

AHS; United Arab Emirates; On-site; AED 180,000 - 220,000; Full time

Job summary

A leading real estate firm in the United Arab Emirates is seeking an experienced Handover Property Manager to oversee the property handover journey. The role involves client coordination, managing snagging, and ensuring documentation quality, with a strong focus on customer satisfaction. Candidates should have at least 10 years of experience in luxury property handover and excellent communication skills. This position offers a chance to contribute to high-quality customer experiences and effective defect management.

Qualifications

• Minimum 10 years of experience in luxury property handover or customer experience.
• Strong understanding of construction handover processes.
• Proven experience in client-facing roles within residential developments.

Responsibilities

• Coordinate with projects and contractors for handover.
• Act as primary contact for clients during handover.
• Manage client-reported defects promptly.

Skills

Customer-centric mindset

Excellent communication

Organizational skills

Problem-solving

Proficiency in CRM systems

Education

Bachelor’s degree in Engineering, Construction, Property Management, or a related field

Tools

CRM systems

Defect tracking tools

MS Office

Job description

Job Summary The Handover Property Manager (CRM) is responsible for managing the end-to-end property handover journey from contractor completion through developer acceptance, client handover, and throughout the Defects Liability Period (DLP). The role sits within the CRM function and focuses on delivering a smooth, transparent, and high-quality customer experience while coordinating closely with internal teams, contractors, and consultants to ensure timely defect resolution and client satisfaction.

Key Responsibilities

• Contractor to Developer Coordination (CRM-Led) Coordinate with Projects, Quality, and Contractors to support the handover of completed units from contractors to the developer.
• Coordinate and track snagging, inspections, testing, and commissioning status to ensure readiness for client handover.
• Ensure all required handover documentation is complete, accurate, and available for client issuance.
• Client Handover & Customer Experience Act as the primary point of contact for clients during the handover phase.
• Plan and manage client inspections, snagging walkthroughs, and final acceptance in coordination with internal teams.
• Clearly explain unit features, finishes, systems, warranties, and post-handover processes to clients.
• Manage client expectations professionally, addressing concerns and ensuring a positive handover experience.
• Defects Liability Period (DLP) – CRM Ownership Receive, log, and manage all client-reported defects during the DLP.
• Coordinate with contractors, consultants, and internal teams to ensure timely rectification of defects in line with contractual SLAs.
• Keep clients informed on defect status, timelines, and resolution progress.
• Conduct follow-up inspections with clients where required and obtain closure confirmations.
• Stakeholder Coordination Work closely with Projects, Quality Assurance, Facilities Management, and Legal teams to resolve technical and contractual matters.
• Liaise with contractors and consultants to ensure client issues are addressed promptly and professionally.
• Escalate unresolved issues or risks in a timely manner to senior management.
• Reporting & Process Improvement Maintain accurate CRM records for handovers, defects, communications, and closures.
• Prepare regular reports on handover progress, defect trends, and customer satisfaction.
• Identify recurring issues and recommend improvements to enhance future handover quality and customer experience.

Qualifications & Experience

• Bachelor’s degree in Engineering, Construction, Property Management, or a related field.
• Minimum 10 years of experience in luxury property handover, customer experience, CRM, or post-handover operations within luxury real estate development.
• Strong understanding of construction handover processes, snagging, and DLP management.
• Proven experience in client-facing roles within residential or mixed-use developments.

Skills & Competencies

• Strong customer-centric mindset with excellent communication and interpersonal skills.
• Ability to manage client expectations in high-value property environments.
• Highly organized with strong follow-up and coordination skills.
• Problem-solving and conflict-resolution abilities.
• Proficiency in CRM systems, defect tracking tools, and MS Office.

Key Success Indicators

• High client satisfaction scores during handover and DLP.
• Timely closure of client-reported defects within agreed SLAs.
• Clear, proactive communication with clients throughout the handover journey.
• Reduced escalations and post-handover complaints.