Director, Community Management (Willing to relocate to Serbia)

Overview

Customer Care & Community Management

• Lead and develop the customer care team to deliver a consistently outstanding service experience aligned with the company' brand standards;
• Design and implement customer service frameworks, SOPs, and escalation protocols;
• Monitor and improve customer satisfaction scores (CSAT, NPS) through continuous feedback loops;
• Act as the ultimate point of escalation for complex customer issues, ensuring swift and effective resolution;
• Foster a customer-first culture across all departments and touchpoints;
• Build and nurture a strong sense of community among residents and tenants within the company in Serbia developments;
• Plan and oversee community events, initiatives, and engagement programs that enhance the living experience;
• Establish and manage community communication channels (newsletters, resident portals, social groups) to keep residents informed and connected
• Address community concerns and feedback in a timely and transparent manner, acting as the primary liaison between residents and the company' team;
• Collaborate with FM and operations teams to maintain community spaces, amenities, and shared facilities to the highest standards;
• Monitor community sentiment and report insights to senior management to continuously improve the residential experience;

Customer Relationship Management (CRM)

• Oversee the optimization of the CRM platform across customer-facing teams;
• Utilize CRM data to track customer milestones (handover, payments, service requests) and enable proactive follow-up, ensuring no touchpoint is missed throughout the ownership journey;
• Collaborate with sales, marketing, and operations teams to ensure a unified and data-driven approach to customer interactions;
• Define CRM KPIs and reporting frameworks to measure relationship quality and retention;
• Lead CRM automation initiatives to streamline communication, follow-ups, and service requests;
• Ensure data integrity, compliance, and governance across all CRM systems.

Facility Management (FM)

• Lead and manage the FM team, setting clear objectives and performance standards to drive service excellence;
• Oversee all FM operations including preventive & corrective maintenance, housekeeping, security, and landscaping across all the company 'Serbia properties;
• Manage FM vendor and contractor relationships, covering contract negotiation, SLA monitoring, and performance evaluation;
• Own the FM budget, ensuring cost efficiency without compromising quality;
• Drive the adoption of FM technology tools to digitize day-to-day operations and keep residents and stakeholders informed in real time;
• Ensure full compliance with health, safety, and regulatory standards across all managed properties;

Required Qualifications

• Bachelor’s degree in business administration, Hospitality Management, Real Estate, or a related field.
• Minimum 14 years of progressive experience in customer excellence, service operations, or a related leadership role.
• Minimum 8 years in a senior/managerial capacity overseeing multi-functional teams.
• Proficiency in CRM platforms (e.g., Salesforce, Oracle CX, Microsoft Dynamics, or similar).
• Fluency in English (written and spoken) is mandatory; Serbian language proficiency is a strong advantage.

Preferred Experience

• Prior experience in the real estate, property development, or hospitality sector.
• Hands-on experience managing or collaborating with Facility Management teams within a residential or mixed-use development.
• Familiarity with Serbian market dynamics and local regulatory frameworks.