Director, Customer Service Excellence

We, at Qatari Diar, are looking for an exceptional Customer Service Leader who will be leading daily operations of Customer Service Excellence department by ensuring exceptional customer service delivery, implementing innovative strategies to enhance customer satisfaction, and achieving measurable KPIs aligned with organizational goals.

• Manage client satisfaction, oversee customer interactions, and ensure a high-quality post-purchase experience.
• Establish and maintain long-term client relationship by implementing personalized engagement strategies throughout the property purchase and ownership lifecycle.
• Control escalations and ensure complex customer issues are promptly resolved.

• Define and implement customer service standards aligned with industry benchmarks to ensure seamless and consistent customer experience across all touchpoints.
• Design policies that ensure a consistent, positive customer experience across all touchpoints.

• Develop advanced Key Performance Indicator (KPI) dashboards to monitor real-time metrics on customer satisfaction, response times, resolution rates and identify actionable insights for continuous improvements.
• Utilize advanced data analytics to prepare insightful reports for executive leadership, highlighting service trends, improvements, and strategic recommendations.

• Establish an automated complaints resolution framework to track, analyze and resolve issues efficiently to reduce customer attrition and enhance loyalty.
• Forecast and mitigate potential risks that could negatively impact customer relations or brand reputation.
• Foster a positive experience that leads to customer loyalty, referrals, and an enhanced reputation for QD.

• Lead post-sales operations by standardizing processes for final inspections, property handovers, warranty and maintenance management.
• Manage post-purchase inquiries efficiently to enhance customer satisfaction.

• Implement structured customer feedback mechanism to identify service gaps and areas for improvement.
• Collaborate with other divisions/departments (e.g., sales, construction, and marketing) to address recurring issues and improve future developments.

• Ensure strict adherence of customer service practices to relevant industry regulations and company policies.
• Continuously monitor updates in local and international real estate regulations, ensuring timely adjustment to policies and procedures to maintain full compliance and mitigate potential risks.

• Foster a high-performance culture aligned with business objectives by implementing robust talent management practices including performance of the Customer Service Excellence Department’s employees, workforce requirements, recruitment, training programs and talent development, in conjunction with the HR Department.

• Bachelor's degree in business administration, Engineering, Science or equivalent with MBA in Marketing or equivalent.

• 15+ years of experience in customer service with Real estate background in GCC/ Qatar market.
• Should be in a leadership position for min. 5+ years
• Good experience in customer life cycle management and customer experience.