We are looking for a visionary leader as Director of Customer Service Excellence with a passion for defining world-class customer experience in real estate.
In this strategic role, you will lead post sales customer experience for a premier portfolio of master-planned communities, luxury residential developments, commercial assets and international holdings.
This role will be bridging the gap between sales acquisitions and long-term owner retention while ensuring clients experience excellence at every touchpoint.
The leader we are seeking should possess:
- Min. 15 years of progressive customer service/ experience leadership in real estate industry in GCC/ Qatar preferably.
- Proven track record of operating within commercial Sales and Marketing divisions to drive customer retention and brand equity.
- Bachelor's degree in business administration, Engineering, Marketing, Real estate management or related field; MBA or master's degree is preferred.
- Advanced proficiency in real estate CRM platforms and customer analytics software.
Key Responsibilities:
Customer Experience Strategy & Policy Governance:
- Formulation, execution, and continuously refining the multi-year Customer Experience roadmap to ensure alignment with corporate growth objectives.
- Defining and enforcing comprehensive SLAs and SOPs across all touchpoints (call centers, digital portals, and on-site handover hubs).
- Conducting regional and international market benchmarking to adopt best-in-class real estate service practices and luxury hospitality standards.
- Establishing clear policies regarding handover extension, design modifications, service charge inquiries, and title deed registration processes.
Property Handover & Post-Sales Operational Leadership:
- Directing all operational aspects of property handover, unit inspections, snagging/ de-snagging protocols, and key delivery across major residential and commercial developments.
- Implementing structured workflows with contractors, consultants, and project delivery teams to ensure defect resolution before property transfer.
- Managing post-occupancy care programs, home warranty claims, and service ticket workflows to ensure rapid resolution of post-handover issues.
Strategic Relationship Management & High Value Escalations:
- Developing tailored retention and VIP engagement programs for HNWIs, institutional investors and multi-unit portfolio buyers.
- Acting as the final point of internal escalation for sensitive customer disputes, structural quality claims, and potential legal or regulatory actions.
- Collaborating with other divisions/ departments to address recurring issues and improve future developments.
Data Analytics, Technology & KPI Governance:
- Developing and implementing continuous measurement frameworks covering CSAT, First Contact Resolution (FCR), and Average Handling Time.
- Leveraging advanced data analytics and predictive tools to identify operational bottlenecks, recurring structural defects, and customer churn drivers.
- Delivering monthly executive dashboards and strategic recommendations to the C-suite, correlating customer service performance with key business outcomes.
