Customer Experience Manager

Overview

What You'Ll Do

• As the Customer Experience Manager, you will lead our CX team, ensuring every inbound enquiry, phone call, WhatsApp, email, and walk-in delivers an exceptional client experience.
• You will oversee service standards, response times, quality assurance, complaint resolution, customer satisfaction (CSAT), and the continuous improvement of the customer journey while working closely with Brokerage, Marketing, Conveyancing, and senior leadership.
• Key Responsibilities* Lead, coach, and develop the Customer Experience team.
• Ensure all client enquiries are responded to within SLA.
• Manage escalated client complaints and service recovery.
• Monitor and improve CSAT, reviews, and customer feedback.
• Drive quality assurance and coaching across the team.
• Develop and improve customer journey processes and SOPs.
• Analyse performance data and present improvement initiatives to senior management.
• Work cross-functionally to enhance the overall client experience.

Requirements

• What We're Looking For* 4+ years' experience in Customer Experience, Client Services, Hospitality, or Contact Centre management.
• Minimum 2 years' experience leading a team.
• Strong experience managing KPIs, SLAs, QA programmes, and customer satisfaction metrics.
• Experience handling escalated customer complaints.
• Excellent communication and leadership skills.
• Experience with CRM systems and reporting tools.
• Real estate or luxury hospitality experience is highly desirable.
• Arabic speaking is an advantage.

Benefits

• What We Offer* Competitive salary.
• Medical insurance, employment visa, and flight allowance.
• Career progression within a rapidly growing business.
• Work alongside an innovative leadership team.
• Access to industry-leading technology and systems.
• Be part of the only Forbes Global Properties affiliated brokerage in the Middle East.
• If you're passionate about creating exceptional customer experiences and leading high-performing teams, we'd love to hear from you.