Director - Customer Service Excellence

Confidential; Doha; On-site; QAR 600,000 - 1,200,000; Full time

Job summary

Confidential seeks a visionary Director of Customer Service Excellence to lead post-sales experience across premier real estate assets, bridging sales acquisitions and owner retention. You will set the strategy, govern policies, and ensure top-tier service at all touchpoints from handover to post-occupancy care.

The role requires extensive leadership in real estate customer experience, advanced CRM and analytics skills, and a track record of elevating brand equity in the GCC region.

Qualifications

• Minimum 15 years of progressive customer service/experience leadership in real estate (GCC/Qatar).
• Bachelor's degree in business, engineering, marketing, real estate, or related field; MBA preferred.
• Advanced proficiency in real estate CRM platforms and customer analytics software.

Responsibilities

• Formulate and govern a multi-year Customer Experience roadmap, align with growth objectives, and define SLAs/SOPs.

Skills

Leadership

Real estate domain

CRM platforms

Data analytics

Education

Bachelor's degree in Business Admin

Bachelor's degree in Engineering

Bachelor's degree in Marketing

Bachelor's degree in Real Estate

MBA

Tools

Real estate CRM

Customer analytics software

Job description

We are looking for a visionary leader as Director of Customer Service Excellence with a passion for defining world-class customer experience in real estate. In this strategic role, you will lead post sales customer experience for a premier portfolio of master-planned communities, luxury residential developments, commercial assets and international holdings. This role will be bridging the gap between sales acquisitions and long-term owner retention while ensuring clients experience excellence at every touchpoint.

The leader we are seeking should possess:

• Min. 15 years of progressive customer service/ experience leadership in real estate industry in GCC/ Qatar preferably. Proven track record of operating within commercial Sales and Marketing divisions to drive customer retention and brand equity. Bachelor's degree in business administration, Engineering, Marketing, Real estate management or related field; MBA or master's degree is preferred. Advanced proficiency in real estate CRM platforms and customer analytics software.

Key Responsibilities:

• Customer Experience Strategy & Policy Governance:Formulation, execution, and continuously refining the multi-year Customer Experience roadmap to ensure alignment with corporate growth objectives. Defining and enforcing comprehensive SLAs and SOPs across all touchpoints (call centers, digital portals, and on-site handover hubs). Conducting regional and international market benchmarking to adopt best-in-class real estate service practices and luxury hospitality standards. Establishing clear policies regarding handover extension, design modifications, service charge inquiries, and title deed registration processes.
• Property Handover & Post-Sales Operational Leadership:Directing all operational aspects of property handover, unit inspections, snagging/ de-snagging protocols, and key delivery across major residential and commercial developments. Implementing structured workflows with contractors, consultants, and project delivery teams to ensure defect resolution before property transfer. Managing post-occupancy care programs, home warranty claims, and service ticket workflows to ensure rapid resolution of post-handover issues.
• Strategic Relationship Management & High Value Escalations:Developing tailored retention and VIP engagement programs for HNWIs, institutional investors and multi-unit portfolio buyers. Acting as the final point of internal escalation for sensitive customer disputes, structural quality claims, and potential legal or regulatory actions. Collaborating with other divisions/ departments to address recurring issues and improve future developments.
• Data Analytics, Technology & KPI Governance:Developing and implementing continuous measurement frameworks covering CSAT, First Contact Resolution (FCR), and Average Handling Time. Leveraging advanced data analytics and predictive tools to identify operational bottlenecks, recurring structural defects, and customer churn drivers. Delivering monthly executive dashboards and strategic recommendations to the C-suite, correlating customer service performance with key business outcomes.