Director - Customer Care - Residential Sales & Leasing (ENT671)

The role will be responsible and accountable for the department that supports all customer care activities within the Residential sales and leasing team. The role will be responsible for managing the contact center, lead management, customer services throughout the customer journey, resale activities as well as escalations. A dedicated VIP concierge service must also be established for HNW investors and residents. A deep understanding of customer care principles, lead management and experience in managing VIP clients is a must.

Key Responsibilities

• Develop and execute comprehensive customer care strategies that align with Qiddiya's mission and values
• Lead, mentor, and manage a dynamic customer care team, fostering a culture of service excellence and accountability
• Establish performance metrics and conduct regular assessments to ensure the highest levels of customer satisfaction
• Implement systems to gather customer feedback, analyze trends, and propose actionable improvements
• Collaborate with other departments to ensure a seamless resident experience across all functions, from sales to maintenance and beyond
• Drive initiatives that encourage resident engagement and community building
• Utilize technology and digital platforms to streamline customer care operations and enhance service delivery
• Prepare reports and presentations on customer care performance for senior management and stakeholders
• Remain up-to-date on industry best practices and customer care trends to continuously innovate and improve services
  
  

Requirements

• Significant experience in managing customer care operations, including omnichannel contact centers in the Middle East or Internationally.
• Experience in managing HNWI is a significant advantage
• Bachelor's degree in Business Administration, Hospitality Management, or a related field; Master's degree preferred
• Minimum of 12-15 years of experience in customer care or customer service leadership, particularly in the residential or real estate industries
• Demonstrable experience in managing customer care teams and driving service excellence
• Strong analytical skills to interpret customer data and feedback for informed decision-making
• Excellent communication and interpersonal skills, with the aptitude to engage and influence a diverse audience
• Proven ability to develop and implement effective customer care strategies
• Familiarity with CRM systems and digital customer engagement tools
• Strong organizational skills with the capability to manage multiple priorities in a fast-paced environment
  
  

Benefits

Offering a comprehensive compensation and benefits package.