Dubai Holding Real Estate
Director - Residential Customer Care
- Permanent
- Dubai, United Arab Emirates
- Experience 10 - 15 yrs
Job expiry date: 30/10/2025
Job overview
Date posted
15/09/2025
Location
Dubai, United Arab Emirates
Salary
AED 50,000 - 60,000 per month
Compensation
Comprehensive package + relocation
Experience
10 - 15 yrs
Seniority
Director
Qualification
Bachelors degree
Expiration date
30/10/2025
Job description
Dubai Holding Real Estate is seeking a Director - Residential Customer Care to lead and continuously improve the delivery of exceptional customer service within its built-to-sell environment. The role focuses on after-sales operations, handover processes, community management, and ensuring long-term customer loyalty and retention. This position requires a proven leader with experience in managing large-scale customer care functions, driving customer satisfaction metrics (NPS/CSAT), and aligning customer operations with corporate objectives.
Required skills
customer relationship management
customer experience strategy
after sales operations
sales operations
handover management
complaint resolution
service quality audits
workflow optimization
CRM systems
business intelligence
Microsoft Office Suite
data analysis
budget forecasting
customer retention strategies
feasibility studies
community management
loyalty program design
training program development
service level agreements
customer engagement
Key responsibilities
- Oversee day-to-day operations of the customer service department to ensure timely and professional handling of inquiries.
- Manage after-sales, sales operations, hand-over, and beneficial occupation processes, proactively addressing community management challenges.
- Create and implement workflows that maximize efficiency and service quality, improving NPS/CSAT or other customer metrics.
- Develop and execute customer contact improvement strategies using data sources such as Voice of Customer, Voice of Associate, and Business Intelligence.
- Monitor service metrics, volumes, and customer feedback to adjust workflows and resource allocation.
- Act as the focal point between company verticals and customers to clarify queries and resolve issues.
- Implement and enforce customer service policies, systems, and processes to deliver on SLAs.
- Prepare feasibility studies, forecasts, and budgets for projects, projecting revenues and profitability.
- Proactively engage with customers via multiple channels, addressing complaints and monitoring engagement.
- Conduct service quality audits, identify service gaps, and develop action plans for improvement.
- Ensure customer service representatives are continually trained and updated on company products and services.
- Manage execution of pre- and post-handover activities, ensuring effective engagement with customers.
- Prepare and present monthly customer care reports with data and insights on operations.
- Analyze customer data and trends to identify improvement areas and inform decision-making.
- Collaborate with senior leaders to align customer management activities with company goals.
Experience & skills
- Bachelor’s degree in Business, Marketing, or Communication Management; Master’s preferred.
- Professional certifications such as CCXP, CRM, or CCSP are preferred.
- 10–12 years of experience in customer service, CRM, sales, or marketing, with at least 5 years in a leadership role.
- Proficiency in Microsoft Office Suite and CRM/social media/email marketing platforms.
- Proven ability to resolve customer complaints and improve customer satisfaction.
- Experience working under stringent deadlines and high-pressure environments.
- Strong analytical, interpersonal, and influencing skills with excellent English and/or Arabic communication.
- Demonstrated ability to develop and implement successful customer management strategies.
- Experience collaborating with senior leadership to achieve business objectives.
- Deep understanding of customer needs, expectations, and retention strategies.
