Customer Care Manager

Job Description

We're Hiring: Customer Care, Manager (Emirati Talent)

We are seeking an accomplished Emirati professional to take on the role of Customer Care Manager, leading and elevating the customer journey across a portfolio of distinguished developments. This role plays a pivotal part in shaping service excellence, mentoring and developing team talent, and ensuring a seamless, refined, and customer‑centric experience at every touchpoint.

About the Role:

This is a key leadership position responsible for shaping and maintaining best‑in‑class customer experience standards, from handover through post‑handover.

You will play a pivotal role in safeguarding service quality, managing sensitive client interactions, and driving continuous improvement across all customer touch points.

Key Responsibilities:

• Lead and inspire a high‑performing Customer Experience team, fostering a culture of excellence and accountability
• Oversee complex client interactions, ensuring all inquiries, concerns, and escalations are handled with professionalism and discretion
• Drive consistency in service delivery, ensuring all matters are resolved within defined service standards and timelines
• Collaborate with internal stakeholders (Projects, FM, Sales, Finance, and Legal) to ensure efficient resolution of client matters
• Manage customer communication across the full lifecycle, particularly during handover and post‑handover stages
• Analyze client feedback and trends to implement strategic improvements and operational efficiencies
• Prepare high‑level insights and reports to support senior management decision‑making

Profile Required:

• Proven experience in Customer Experience / Customer Care leadership, ideally within real estate or property development
• Strong leadership presence with the ability to influence and guide teams
• Excellent communication skills with a high level of professionalism and discretion
• Strong analytical mindset with a focus on continuous improvement
• Experience with CRM systems and reporting tools

• Opportunity to influence and shape the customer experience of premium real estate developments
• Exposure to high‑value projects and discerning clientele
• A dynamic environment where excellence and impact are recognized