Customer Experience Manager

Responsibilities

• Lead, coach, and develop the Customer Experience team to ensure high performance.
• Oversee all client touchpoints including inbound enquiries, phone calls, WhatsApp, email, and walk-ins.
• Ensure all client enquiries are responded to within established SLAs.
• Manage escalated client complaints and lead service recovery efforts.
• Monitor and improve CSAT, customer reviews, and overall feedback.
• Drive quality assurance and coaching initiatives across the team.
• Develop and improve customer journey processes and Standard Operating Procedures (SOPs).
• Analyse performance data and present improvement initiatives to senior management.
• Work cross-functionally with Brokerage, Marketing, and Conveyancing teams to enhance the client experience.

Requirements

• 4+ years of experience in Customer Experience, Client Services, Hospitality, or Contact Centre management.
• Minimum 2 years of experience in a team leadership role.
• Strong experience managing KPIs, SLAs, QA programmes, and customer satisfaction metrics.
• Proven experience handling escalated customer complaints.
• Proficiency with CRM systems and reporting tools.
• Excellent communication and leadership skills.

Preferred Qualifications

• Experience in the real estate industry.
• Experience in luxury hospitality.
• Arabic speaking skills.

Benefits

• Competitive salary.
• Medical insurance, employment visa, and flight allowance.
• Career progression within a rapidly growing business.
• Opportunity to work alongside an innovative leadership team.
• Access to industry-leading technology and systems.

About the Company

Driven Properties is the only real estate brokerage in the Middle East affiliated with Forbes Global Properties. We are dedicated to delivering exceptional service and leading the market through innovation and excellence.