Role in Customer Excellence (Emiratisation)

Emaar; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Emaar Properties, a leader in real estate development, is seeking a Customer Care Manager to enhance customer satisfaction and operational efficiency. This role involves overseeing customer care processes, leading a team, and driving strategic initiatives to improve service delivery and customer loyalty. The ideal candidate will have a strong background in customer experience management, with proven leadership abilities and excellent communication skills, and will contribute to shaping customer journeys and ensuring high service standards.

Qualifications

• Minimum 6-8 years of relevant experience, with 3-4 years in a similar role.
• Experience in developing customer experience strategies across various channels.

Responsibilities

• Define and manage customer care processes and service SLAs.
• Collaborate with cross-functional teams to resolve customer queries.
• Monitor customer experience KPIs and recommend service improvements.

Skills

Leadership

Communication

Conflict Resolution

Customer Satisfaction

Data Driven Analysis

Education

Bachelor’s degree in Business Administration

Professional certifications in customer experience management

Job description

About the Company:

Emaar Properties is one of the world’s most valuable and admired real estate development companies. With proven competencies in properties, shopping malls & retail and hospitality & leisure, Emaar shapes new lifestyles with a focus on design excellence, build quality and timely delivery.

Key Responsibilities:

Define, implement, and manage customer care processes and service SLAs in line with organizational objectives and compliance guidelines.

Collaborate closely with cross-functional teams (e.g., legal, finance, operations, sales) to resolve

complex customer queries and escalations efficiently.

Monitor and report on customer experience KPIs, using data insights to recommend service

improvements and process innovations.

Lead and participate in strategic initiatives to improve customer satisfaction, customer journey

experience, loyalty, and post-sales support performance.

Oversee all customer care cases from initiation to resolution, ensuring timely, empathetic, and

professional handling of concerns, with a focus on customer satisfaction and brand reputation.

Act as the escalation point for complex or sensitive customer issues, ensuring root cause analysis

and long-term preventive actions are implemented to avoid recurrence.

Liaising with Dubai land department team to ensure timely resolution of pending issues and

creating a SOP for future references.

Drive continuous improvement in customer care operations through analysis of feedback,

complaints, and service trends to streamline touchpoints and close service gaps.

Maintain accurate documentation of customer interactions, service timelines, and resolution

outcomes, ensuring data integrity and availability for audits or internal reviews.

Work with the tech and CRM teams to improve customer case tracking tools, response time, and

visibility into resolution pipelines.

Data driven analysis to optimize customer walk-ins, customer waiting and serving times

To ensure the policies & procedures are up to date reflecting the latest operational practices

Lead, coach, and mentor a team of customer care executives by setting performance expectations, monitoring output quality, and nurturing a high-performing, service-oriented culture.

Conduct regular team reviews, feedback sessions, and capability-building interventions to improve empathy, communication, and conflict-resolution skills across the team.

Foster collaboration within the team and with external stakeholders to ensure alignment, motivation ,and continuous skill development among customer care staff.

Knowledge and Experience:

Bachelor’s degree in Business Administration or a related field.

Professional certifications in customer experience management or related fields are

preferred.

Experience:

A minimum of 6-8 years of relevant experience with at least 3-4 years in a similar role.

Experience in developing and implementing customer experience strategies across

various channels.