Customer Experience Manager
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Key skills for this role
About the Role
Driven Properties is looking for an experienced Customer Experience Manager to lead and elevate the client journey across every touchpoint. The role involves leading a CX team, managing SLAs, quality assurance, complaint resolution, and driving continuous improvement.
Key Skills for This Role
Responsibilities
- Lead, coach, and develop the Customer Experience team
- Ensure all client enquiries are responded to within SLA
- Manage escalated client complaints and service recovery
- Monitor and improve CSAT, reviews, and customer feedback
- Drive quality assurance and coaching across the team
- Develop and improve customer journey processes and SOPs
- Analyse performance data and present improvement initiatives to senior management
- Work cross functionally to enhance the overall client experience
Requirements
- 4+ years' experience in Customer Experience, Client Services, Hospitality, or Contact Centre management
- Minimum 2 years' experience leading a team
- Strong experience managing KPIs, SLAs, QA programmes, and customer satisfaction metrics
- Experience handling escalated customer complaints
- Excellent communication and leadership skills
- Experience with CRM systems and reporting tools
- Real estate or luxury hospitality experience is highly desirable
- Arabic speaking is an advantage
Full Job Posting
Overview
- Driven Properties, the only real estate brokerage in the Middle East affiliated with Forbes Global Properties, is looking for an experienced Customer Experience Manager.
- Lead and elevate our client journey across every touchpoint.
- Opportunity for someone passionate about delivering exceptional service, leading high performing teams, and driving continuous improvement through data, systems, and innovation.
What You'll Do
- Lead, coach, and develop the Customer Experience team.
- Ensure all client enquiries are responded to within SLA.
- Manage escalated client complaints and service recovery.
- Monitor and improve CSAT, reviews, and customer feedback.
- Drive quality assurance and coaching across the team.
- Develop and improve customer journey processes and SOPs.
- Analyse performance data and present improvement initiatives to senior management.
- Work cross functionally to enhance the overall client experience.
Requirements
- 4+ years' experience in Customer Experience, Client Services, Hospitality, or Contact Centre management.
- Minimum 2 years' experience leading a team.
- Strong experience managing KPIs, SLAs, QA programmes, and customer satisfaction metrics.
- Experience handling escalated customer complaints.
- Excellent communication and leadership skills.
- Experience with CRM systems and reporting tools.
- Real estate or luxury hospitality experience is highly desirable.
- Arabic speaking is an advantage.
Benefits
- Competitive salary.
- Medical insurance, employment visa, and flight allowance.
- Career progression within a rapidly growing business.
- Work alongside an innovative leadership team.
- Access to industry leading technology and systems.
- Be part of the only Forbes Global Properties affiliated brokerage in the Middle East.
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