Director of Customer Service – Real Estate

About the role

We are seeking a visionary Director of Customer Service to shape world‑class post‑sales experiences for a portfolio of master‑planned communities, luxury residential developments, commercial assets and international holdings in Qatar.

Key responsibilities

• Develop and execute a multi‑year Customer Experience roadmap aligned with corporate growth objectives.
• Define and enforce SLAs and SOPs across call centres, digital portals and on‑site handover hubs.
• Benchmark regional and international best practices to adopt luxury hospitality standards in real‑estate services.
• Lead property handover operations, unit inspections, snagging/de‑snagging and key delivery for residential and commercial projects.
• Manage post‑occupancy care programmes, warranty claims and service ticket workflows to ensure rapid issue resolution.
• Design and implement retention and VIP engagement programmes for high‑net‑worth individuals, institutional investors and multi‑unit buyers.
• Act as the final escalation point for high‑value customer issues.

Required profile

• Minimum 15 years of progressive customer service or experience leadership in the real‑estate sector within GCC/Qatar.
• Proven track record in commercial sales and marketing driving customer retention and brand equity.
• Bachelor’s degree in Business Administration, Engineering, Marketing, Real Estate Management or related field; MBA or master’s preferred.
• Advanced proficiency with real‑estate CRM platforms and customer analytics software.

Required skills

• Real estate CRM platforms
• Customer analytics software
• Predictive tools
• Data analytics