Technical Client Relations Director

The Technical Client Relations Director plays a leading role in managing the full lifecycle of customer-facing technical services—from property handover to post-delivery modifications, enhancement solutions, and Defect Liability Period (DLP) support. The role ensures client needs are met at every stage, bridging expectations with delivery and providing a smooth, high-quality experience that takes the property from construction to comfortable living.

Key Responsibilities

1. Property Handover Management

• Oversee and manage the complete technical and operational scope of property handover across all projects.
• Ensure readiness of units and zones in coordination with QC, Project Management, and operations teams.
• Develop and enforce standardized handover protocols, documentation, and orientation processes.

2. Post-Delivery Modifications and Technical Queries

• Lead all post-handover property services , including structural and architectural modifications requested by clients.
• Supervise the end-to-end modification management process , from request intake to feasibility review, approvals, execution, and close-out.
• Manage a design and technical advisory unit that delivers tailored design solutions and accommodates special life requirements (e.g., accessibility, extended family needs, premium upgrades).
• Establish and manage Orascom’s official post-delivery design & build add-ons platform , including scoping, pricing, execution, and client satisfaction.
• Define standard and bespoke packages aligned with brand identity and construction integrity.
• Ensure regulatory compliance, safety standards, and integration with community guidelines.

3. Post Delivery Revenue Streams

• Drive post-delivery revenue streams through design services, material upgrades, and add-on solutions.
• Design service pricing models and promotional campaigns.
• Monitor client behavior trends and life needs to introduce relevant and profitable service offerings.

5. DLP (Defect Liability Period) Management

• Own the DLP technical business cycle , from strategy and budgeting to implementation.
• Define and oversee the design and execution of DLP response plans , ensuring timely rectification, minimal disruption, and technical quality.
• Ensure integration with customer support systems and track KPIs on responsiveness, recurrence, and customer satisfaction.
• Cross functional collaboration by working closely with Construction, Facilities Management, Legal, and Customer Care to ensure alignment and seamless service across all phases.
• Monitor technical quality and project theme, contract adherence, and customer satisfaction across all touchpoints.
• Develop dashboards, SLA tracking tools, and performance review frameworks.

Knowledge, Skills and Experience

• Bachelor’s degree in Architecture, Engineering, or Construction Management; MBA is a plus
• 10+ years in real estate, client technical service, or project delivery
• Proven experience in customer-facing construction or design operations
• Strong technical knowledge paired with customer-centric thinking