Customer Care Manager

About the role

We are looking for an experienced Emirati professional to lead the Customer Care function for a portfolio of premium real‑estate developments. The role is responsible for shaping a best‑in‑class customer journey from handover through post‑handover, ensuring every interaction reflects our commitment to service excellence.

Key responsibilities

• Lead, motivate and develop a high‑performing Customer Experience team, fostering a culture of accountability.
• Oversee complex client interactions, handling inquiries, concerns and escalations with professionalism and discretion.
• Ensure consistent service delivery, meeting defined standards and timelines for issue resolution.
• Collaborate with internal stakeholders—including Projects, FM, Sales, Finance and Legal—to resolve client matters efficiently.
• Manage customer communications throughout the full lifecycle, especially during handover and post‑handover phases.
• Analyse client feedback and trends to drive strategic improvements and operational efficiencies.
• Prepare high‑level insights and reports to support senior‑management decision‑making.

Required profile

• Proven leadership experience in Customer Experience or Customer Care, preferably within real‑estate or property development.
• Strong presence with the ability to influence and guide teams.
• Excellent communication skills, maintaining a high level of professionalism and discretion.
• Analytical mindset focused on continuous improvement.

Required skills

• Experience with CRM systems and reporting tools.

What we offer

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