Customer Experience Manager – Community Management

About the role

We are seeking a highly experienced Customer Experience Manager to lead and enhance the customer experience function across a residential community portfolio in the UAE. The role will shape CX strategies, drive service excellence, and ensure a seamless homeowner journey from handover through ongoing community living.

Key responsibilities

• Establish and implement CX strategies for the residential community portfolio.
• Drive service excellence and improve customer satisfaction across all touchpoints.
• Oversee concierge operations and manage outsourced service providers.
• Handle complaints, lead service recovery, and measure customer satisfaction.
• Identify and implement process improvements to enhance the homeowner journey.

Required profile

• Proven experience in customer experience, customer care, or service excellence, preferably within real estate development, community management, or residential property operations.
• Demonstrated experience leading customer‑facing teams, including concierge and outsourced providers.
• Strong leadership, stakeholder management, analytical and communication skills.
• Good understanding of customer service standards and UAE data protection requirements.

Required skills

• Experience with CRM platforms.
• Familiarity with customer portals, CX reporting tools and performance dashboards.