Customer Care & Community Manager

WILLING TO RELOCATE TO MOROCCO

FRENCH SPEAKER ONLY

The Customer Care & Community Manager will have to manage and enhance the end-to-end customer experience and community life across company's residential and mixed-use developments, acting as the primary point of contact between residents, tenants, owners, and the property management team. The Customer Care & Community Manager builds strong community relationships, resolves service issues, drives resident satisfaction, and supports the smooth day-to-day functioning of community life in line with Eagle Hills service standards and Moroccan regulatory requirements.

Key Accountabilities:

Customer Care & Service Excellence

• Serve as the primary point of contact for residents, tenants, and owners regarding day-to-day service needs.
• Ensure prompt, courteous, and effective resolution of customer inquiries, requests, and service tickets.
• Monitor customer satisfaction levels and implement initiatives to enhance the overall resident experience.
• Uphold company's customer service standards and brand values across all touchpoints.
• Coordinate with Facilities Management and other departments to ensure timely service delivery.
• Conduct periodic customer satisfaction surveys and act on feedback received.

Community Engagement & Events

• Plan, organize, and manage community events, activities, and initiatives that foster a sense of belonging.
• Build and maintain strong relationships with residents, owners, and community stakeholders
• Develop and manage community communication channels (newsletters, notice boards, community platforms).
• Promote community guidelines and encourage resident participation in community life.
• Partner with retail, leisure, and amenity operators to enhance the community experience.

Complaints & Issue Resolution

• Manage the end-to-end complaints handling process, ensuring timely investigation and resolution.
• Escalate complex or unresolved issues to the relevant department or management level.
• Maintain accurate records of complaints, resolutions, and root-cause trends.
• Liaise with legal, facilities, and operations teams on disputes requiring cross-functional input.
• Implement corrective and preventive actions to reduce recurring complaints.

Handover, Move-in & Move-out Coordination

• Manage unit handover processes, including snagging, inspections, and documentation.
• Coordinate move-in and move-out procedures in line with community rules and lease/sale agreements.
• Ensure new residents and owners receive orientation on community facilities, rules, and services.
• Maintain accurate occupancy and resident records.

Stakeholder, Syndic & Regulatory Coordination

• Coordinate with syndics (homeowners associations) and owners committees on community matters.
• Support compliance with Moroccan co-ownership regulations and community governance requirements.
• Liaise with local authorities, service providers, and contractors on community-related matters.
• Support the Facilities Manager in coordinating maintenance and service issues affecting residents.
• Manage authorization/NOC-equivalent requests for fit-outs, renovations, and community activities.

Reporting & Continuous Improvement

• Prepare regular reports on customer satisfaction, complaints, and community engagement metrics.
• Monitor and report on service level performance against defined KPIs.
• Identify opportunities for process improvement in customer care and community management.
• Support internal and external audits related to customer care and community operations.

Qualification requirements

• Bachelor's degree in Business Administration, Hospitality, Real Estate, or a related discipline.
• Professional certification in Customer Service or Community Management is an advantage (e.g., CMCA, or equivalent Moroccan qualification).
• 8-10 years of experience in customer care, community management, or hospitality, preferably within residential communities or mixed-use developments.
• Experience working with developers, asset owners, or property management operations preferred
• Strong understanding of Moroccan co-ownership (syndic) regulations and customer service standards