We are seeking an experienced Director – Customer Care to lead and oversee all residential customer service operations across a large-scale residential portfolio. This role is responsible for delivering exceptional customer experience, driving service excellence, and building long-term customer loyalty.
The successful candidate will manage end-to-end service delivery, optimize customer care processes, and act as the primary point of contact between residents and internal business divisions. This is a senior, director-level role suited to professionals with deep experience within master-planned residential developments.
Key Responsibilities
Lead and manage day-to-day residential customer service operations across the portfolio, ensuring consistent, high-quality service delivery
Oversee after-sales services, unit handovers, beneficial occupation processes, and community-related customer issues
Act as the primary escalation point for complex customer concerns, ensuring timely resolution and clear communication
Optimize customer care workflows, policies, and procedures to improve efficiency and service quality
Monitor, analyze, and improve customer experience metrics including NPS, CSAT, complaint resolution timelines, and service quality KPIs
Drive continuous improvement initiatives using customer insights, feedback, and service data
Serve as the main liaison between customers and internal divisions (Projects, Community Management, Sales, Legal, Finance, and Facilities)
Prepare and present regular operational reports, customer insights, audits, and performance dashboards to senior management
Develop and manage departmental budgets, forecasts, and resource planning
Lead, mentor, and develop the customer care team, ensuring strong product knowledge, service standards, and best-practice execution
Implement training programs to enhance team capability and elevate customer experience standards
Key Requirements
Bachelor’s degree in Business, Marketing, or Communication Management (mandatory)
Certified Customer Experience Professional (CCXP), CRM Certification, or Certified Customer Service Professional (CCSP) (preferred)
Minimum 8 years of overall experience in customer service or customer relationship management
At least 5 years in a senior leadership or management role
Strong background working with master developers (e.g., Aldar, Emaar, Sobha, or similar large-scale residential developers) – mandatory
Proven experience managing residential customer care operations, handovers, after-sales, and community-related issues
Demonstrated success in improving customer satisfaction, loyalty, and service performance through data-driven initiatives
Strong leadership, stakeholder management, and communication skills
Ability to operate effectively in a fast-paced, high-volume residential environment