Director, Customer Service Excellence

About the role

Qatari Diar seeks an exceptional leader to head the Customer Service Excellence department. You will drive daily operations, implement innovative strategies, and ensure a world‑class post‑purchase experience for property owners.

Key responsibilities

• Manage client relationships and oversee high‑quality post‑purchase interactions.
• Define and implement customer service standards aligned with industry benchmarks.
• Develop KPI dashboards, analyze data, and report insights to executive leadership.
• Establish an automated complaints resolution framework and mitigate risks to protect brand reputation.
• Lead post‑sales processes including inspections, handovers, warranty, and maintenance.
• Implement structured feedback mechanisms and collaborate with sales, construction, and marketing to close service gaps.
• Ensure compliance with local and international real‑estate regulations.
• Foster a high‑performance culture through talent management, recruitment, and training.

Required profile

• Proven leadership experience in customer service, preferably within real‑estate or related sectors.
• Strong track record of designing and executing service strategies that improve satisfaction and loyalty.
• Ability to manage cross‑functional teams and drive continuous improvement.

Required skills

What we offer

• Opportunity to shape customer experience for a leading real‑estate developer.
• Leadership role with strategic impact across the organization.
• Collaborative environment with cross‑departmental initiatives.