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 ManagementOversee 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 QueriesLead 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 StreamsDrive 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) ManagementOwn 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 ExperienceBachelor’s degree in Architecture, Engineering, or Construction Management; MBA is a plus10+ years in real estate, client technical service, or project deliveryProven experience in customer-facing construction or design operationsStrong technical knowledge paired with customer-centric thinking