Job Title: Director Customer Care (BTS)
Location: Dubai, UAE
Division: Commercial- Real Estate
Department: Customer Care
Job Purpose
We are seeking an experienced Director Customer Care (Built-to-Sell) to lead and continuously enhance customer service operations, ensuring exceptional customer experience across the BTS lifecycle. The role focuses on driving customer satisfaction, loyalty, and retention through operational excellence, data-driven strategies, and cross-functional collaboration.
Key Responsibilities
- Lead and oversee end-to-end Customer Care operations, including after-sales, sales operations, handover, and beneficial occupation processes.
- Act as the primary point of contact between customers and internal stakeholders, ensuring effective issue resolution in line with governance frameworks and DOA.
- Design and implement efficient workflows to improve service quality, NPS, CSAT, and overall customer metrics.
- Develop and execute customer experience improvement strategies using insights from Voice of Customer, Voice of Associate, and business intelligence.
- Monitor service volumes, KPIs, and customer feedback to optimize resource allocation and operational standards.
- Implement customer service policies, systems, and procedures aligned with agreed SLAs and risk standards.
- Drive complaint management, ensuring timely, accurate resolution and feedback coordination with relevant departments.
- Lead service quality audits, identify gaps, and implement corrective action plans.
- Oversee pre- and post-handover customer engagement across communities and projects.
- Prepare and present monthly customer care reports, analytics, trends, and performance insights to senior leadership.
- Collaborate closely with senior leaders to ensure customer management strategies align with overall business objectives.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Customer Query Resolution & Turnaround Time
- Customer Service Quality Metrics
Qualifications & Experience
- Bachelor's degree in Business, Marketing, or Communication Management (Master's preferred).
- Certifications such as CCXP, CRM, or CCSP are an advantage.
- 810 years of experience in customer service, CRM, sales, or marketing, with minimum 5 years in a leadership role.
Skills & Competencies
- Strong leadership and stakeholder management skills
- Proven ability to develop and implement customer experience strategies
- Excellent analytical, communication, and problem-solving abilities
- Proficiency in CRM systems, MS Office, and customer engagement platforms
- Ability to perform in high-pressure, deadline-driven environments
- Fluent in English; Arabic is an advantage
Core Competencies
- Execution & Delivery
- Accountability
- Teamwork & Collaboration
- Effective Communication
- Innovation
- Customer Service Orientation
