Director - Customer Service Excellence

About the role

We are seeking a visionary Director of Customer Service Excellence to shape world‑class post‑sales experiences across a portfolio of master‑planned communities, luxury residential projects, commercial assets and international holdings. This strategic leader will bridge sales acquisition and long‑term owner retention, ensuring every client interaction reflects the highest standards of service.

Key responsibilities

• Develop and execute a multi‑year Customer Experience roadmap aligned with corporate growth objectives.
• Define, enforce and continuously improve SLAs and SOPs for call centres, digital portals and on‑site handover hubs.
• Lead property handover operations, including inspections, snagging, key delivery and defect resolution.
• Manage post‑occupancy care programmes, warranty claims and service ticket workflows.
• Design VIP retention and engagement programmes for HNWIs, institutional investors and multi‑unit buyers.
• Serve as final escalation point for sensitive disputes, structural quality claims and potential legal actions.
• Implement KPI frameworks (CSAT, FCR, AHT) and leverage analytics to identify bottlenecks, recurring defects and churn drivers.

Required profile

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

Required skills

• Advanced proficiency with real‑estate CRM platforms.
• Expertise in customer analytics software and predictive data‑analysis tools.

What we offer

• Opportunity to lead a high‑impact function within a premier real‑estate portfolio.
• Strategic influence across sales, marketing and operations.
• Competitive executive compensation package.