Customer Experience Manager - Real Estate

We are looking for a dynamic and forward-thinking Manager to lead and optimize post-sales operations while elevating the customer experience for a prominent semi-government real estate developer in Abu Dhabi. This role combines operational excellence, process improvement, and customer-facing leadership to ensure seamless post-sales journeys, high service standards, and efficient, digitized workflows.Responsibilities:Lead, mentor, and manage the post-sales and customer-facing teams to ensure professional, consistent, and customer-centric service.Oversee all post-sales operations including SPA issuance, collections, defaults, complaints management, and service requests.Drive process improvement and operational excellence initiatives to optimize workflows, reduce manual work, and improve efficiency.Implement and administer Salesforce CRM to track, manage, and report on customer cases, operational KPIs, and service performance.Collaborate with finance, legal, IT, and sales teams to resolve escalated cases and ensure smooth end-to-end post-sales operations.Design and enforce SOPs, service standards, and regulatory compliance controls (ADM, DARI, UAE real estate regulations).Monitor KPIs across customer operations, service delivery, collections, and process automation adoption.Lead digital transformation initiatives, including workflow automation, dashboards, and CRM optimization.Act as a change leader, promoting innovation, customer-first mindset, and a culture of continuous improvement.Qualifications:Bachelor’s degree in Business, Real Estate, or related field (Master’s is a plus).5–8 years of experience in real estate post-sales operations, customer operations, or service management, including 2–3 years in a leadership role.Strong experience in SPA handling, collections, defaults, complaints management, and compliance.Hands-on expertise with Salesforce CRM or other relevant platforms.Demonstrated experience in process improvement, digital transformation, or operational excellence initiatives.Strong leadership, coaching, and team development skills.Excellent communication, problem-solving, and cross-functional collaboration abilities.Customer-first mindset and a passion for service excellence.