Director - Customer Care - Residential Sales (RES7)

Director - Customer Care - Residential Sales (RES7) The role will be responsible and accountable for the department that supports all customer care activities within the Residential sales 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.

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

Saudi citizen

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

Seniority level Director

Employment type Full-time

Job function Residential Sales / Customer Care

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