Customer Experience Manager- O West & Makadi Heights

Job Summary:

The Customer Experience Manager will be the main contact for clients who escalate concerns directly to the CEO or senior management. They will handle sensitive cases, rebuild client trust, and make sure issues are resolved quickly and effectively. The manager will also review common problems and work with other teams to improve overall customer satisfaction.

Job Responsibilities:

1- Handle CEO-Level Escalations:

• Personally manage and resolve client complaints or issues escalated to the CEO or executive office.
• Provide timely and accurate updates to both the client and the CEO’s office regarding case progress and resolution.

2- Root Cause Analysis & Resolution:

• Investigate the underlying causes of escalated complaints, coordinating with relevant departments (Sales, Delivery, Legal, CRM, Finance, etc.).
• Ensure corrective and preventive actions are implemented to avoid recurrence.

3- Customer Communication Management:

• Draft high-quality written responses and communicate complex issues clearly.
• Ensure that the company’s values, and customer-centric culture are consistently reflected in all client interactions.
• Build and maintain strong relationships with internal stakeholders, external partners, property owners, and regulatory bodies, ensuring effective communication and alignment on complex issues.

4- Executive Reporting:

• Prepare regular reports and dashboards for the CEO summarizing escalation cases, root causes, resolution timelines, and client satisfaction outcomes.
• Identify recurring issues and recommend process improvements or policy changes.

5- Cross-Functional Collaboration:

• Work closely with internal teams to ensure effective resolution of issues while maintaining accountability.
• Support coaching initiatives to improve frontline staff’s ability to handle potential escalations before they reach the CEO level.

6- Reporting & Insights:

• Own and deliver detailed performance reports, highlighting complaint volumes, key trends, risks, and performance against service level agreements (SLAs).

7- Customer Experience Strategy:

• Contribute insights to enhance the overall customer journey and service standards.
• Act as the “voice of the customer” within the organization, advocating for service improvements.

8- Compliance and Risk Mitigation:

• Monitor and enforce compliance with customer protection rules and company procedures, working with compliance and legal teams to strengthen risk controls and improve how disputes are resolved.

Knowledge, Skills & Experience:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (MBA preferred).
• 7-10 years of experience in customer experience, client relations, or service management, preferably in real estate, property development, or hospitality sectors.
• Proven track record in managing high-stakes client relationships and resolving complex issues.
• Strong understanding of real estate customer touchpoints (sales, handover, after-sales, and facility Management).
• Excellent communication, negotiation, and conflict resolution skills.