Head of Customer Experience & Service Excellence

Qatari Diar; Doha; On-site; QAR 260,000 - 420,000; Full time

Job summary

Qatari Diar in Doha, Qatar, is seeking a Customer Service Leader to oversee daily operations of the Customer Service Excellence department, delivering exceptional service and driving KPI performance aligned with corporate goals.

You will define standards, design policies across touchpoints, build real-time KPI dashboards, manage escalations, post-sales handovers, and collaborate with Sales, Construction and Marketing to continuously brighten the customer experience and protect the brand.

Qualifications

• Bachelor's degree in business administration, Engineering, Science or equivalent; MBA in Marketing or equivalent.
• 15+ years of experience in customer service with Real estate background in GCC/Qatar market.
• Leadership position for min. 5+ years.
• Strong knowledge of customer lifecycle management and customer experience.

Responsibilities

• Lead daily operations of the Customer Service Excellence department.
• Define and implement customer service standards aligned with benchmarks.
• Develop advanced KPI dashboards to monitor real-time metrics and insights.
• Forecast and mitigate risks, manage escalations, and resolve issues.
• Lead post-sales handovers, warranties, and maintenance management.
• Collaborate with sales, construction and marketing to address recurring issues.
• Ensure compliance with industry regulations and company policies.
• Oversee talent management and training within the department.

Skills

Leadership

Customer lifecycle

Real estate experience

Education

Bachelor's + MBA

MBA in Marketing

Job description

Qatari Diar in Doha, Qatar, is seeking a Customer Service Leader to oversee daily operations of the Customer Service Excellence department, delivering exceptional service and driving KPI performance aligned with corporate goals.

You will define standards, design policies across touchpoints, build real-time KPI dashboards, manage escalations, post-sales handovers, and collaborate with Sales, Construction and Marketing to continuously brighten the customer experience and protect the brand.