Customer Care Director - Real Estate

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We are seeking an experienced Customer Care Director to lead and elevate the customer journey across our clients’ real estate portfolio. This role is critical in ensuring exceptional service delivery, long-term customer satisfaction, and brand loyalty.

Job Purpose

The Customer Care Director is responsible for leading and managing the end-to-end customer journey across all real estate projects, from post-sales engagement through handover, after-sales, and long-term relationship management. The role ensures a consistent, high-quality customer experience, drives customer satisfaction and loyalty, and protects the company’s brand reputation.

Key Responsibilities:

Customer Journey & Experience

• Own and oversee the full customer lifecycle, ensuring a seamless experience from post-sales to handover and after-sales services
• Develop and implement customer care strategies, policies, and service standards aligned with business objectives
• Continuously improve customer experience frameworks and touchpoints

Operations & After Sales

• Lead post-sales and after-sales operations including customer onboarding, handover, snagging, defects liability period (DLP), warranties, and maintenance coordination
• Ensure timely resolution of customer issues in coordination with internal and external stakeholders
• Act as the final escalation point for complex or sensitive customer complaints and disputes

Stakeholder Management

• Work closely with Sales, Development, Construction, Facilities Management, Legal, and Finance teams to deliver a consistent customer experience
• Coordinate with contractors, consultants, and service providers to meet service level agreements (SLAs)

Leadership & Team Management

• Build, lead, and develop high-performing customer care and customer experience teams
• Set team KPIs, monitor performance, and drive a culture of accountability and customer centricity

Reporting & Governance

• Define and monitor KPIs, SLAs, NPS, CSAT, and customer feedback metrics
• Prepare regular performance reports and insights for senior management
• Ensure compliance with contractual, regulatory, and company policies

Process Improvement & Digital Enablement

• Identify opportunities for process optimization, automation, and digital transformation across customer touchpoints
• Implement best practices and continuous improvement initiatives

Qualifications & Experience

• Bachelor’s degree in Business Administration, Real Estate, Engineering, or a related field (Master’s preferred)
• Minimum 10–15 years of experience in customer care, customer experience, or after-sales within real estate or property development
• Proven experience managing the full customer journey in large-scale residential, commercial, or mixed-use developments
• Strong leadership experience managing multi-disciplinary teams
• Strategic thinking with a strong customer-centric mindset
• Excellent leadership, communication, and stakeholder management skills
• Strong problem-solving, negotiation, and conflict resolution abilities
• Solid understanding of real estate post-sales, handover, DLP, and warranty processes
• Data-driven approach with experience in customer metrics and performance management

• Director

• Full-time

• Customer Service