Lead – Customer Experience & Engagement (Outsourced)

About the role

The Lead, Customer Experience & Engagement will oversee and improve customer service delivery across the Qatari Diar real‑estate portfolio. This outsourced position focuses on ensuring consistent, high‑quality interactions with residents and other stakeholders while driving initiatives that boost satisfaction and operational efficiency.

Key responsibilities

• Supervise customer service operations, handling complex inquiries and escalations to meet service standards.
• Act as the primary contact for residents, organizing community meetings and coordinating issue resolution with internal departments.
• Collaborate with landowners, regulatory bodies, and city service providers to align expectations and improve service delivery.
• Monitor service metrics, analyse trends and recommend process improvements, including quality‑assurance tools and systems.
• Support the creation and execution of crisis‑management plans and coordinate with emergency services when needed.

Required profile

• Located in Qatar with a valid QID.
• Bachelor’s degree in Business Administration, Customer Relations or a related field.
• Minimum 7 years of experience in customer service, community engagement or a similar role, preferably within the GCC.

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM tools.
• Fluent in English and Arabic.