Customer Experience Manager

About the role

Driven Properties, recognised as the only real estate brokerage in the Middle East connected with Forbes Global Properties, is hiring a seasoned Customer Experience Manager to shape and improve the client journey at every interaction.

This role suits someone who thrives on delivering standout service, building and guiding strong teams, and using data, systems, and fresh ideas to keep improving the customer experience.

Role overview

You will be responsible for managing the customer experience function and making sure every enquiry, call, WhatsApp message, email, and walk-in contact receives a consistently high standard of service.

The position involves overseeing service quality, response targets, complaint handling, customer satisfaction, and ongoing improvements to the client journey. You will work closely with Brokerage, Marketing, Conveyancing, and senior leadership to strengthen the overall experience.

Key responsibilities

• Guide, support, coach, and grow the Customer Experience team.
• Make sure all client enquiries are handled within agreed SLA timelines.
• Take ownership of escalated complaints and manage service recovery effectively.
• Track CSAT, online reviews, and customer feedback, then act on the findings.
• Run quality checks and provide coaching to improve team performance.
• Improve customer journey workflows and document clear SOPs.
• Review performance data and share practical improvement ideas with senior management.
• Collaborate across departments to enhance the end-to-end client experience.

Requirements

• At least 4 years of experience in Customer Experience, Client Services, Hospitality, or Contact Centre management.
• Minimum 2 years of experience in a team leadership role.
• Strong background in managing KPIs, SLAs, QA initiatives, and customer satisfaction measures.
• Proven ability to resolve escalated customer complaints.
• Excellent communication and leadership abilities.
• Hands-on experience with CRM platforms and reporting tools.
• Experience in real estate or luxury hospitality is a strong plus.
• Arabic language skills are an advantage.

Benefits

• Competitive compensation package.
• Medical insurance, employment visa, and flight allowance.
• Opportunities for career growth in a fast-expanding business.
• Work with an innovative and forward-thinking leadership team.
• Access to leading technology and systems.
• Join the Middle East’s only brokerage affiliated with Forbes Global Properties.

Additional information

This is a full-time, onsite position based in Dubai, United Arab Emirates.

The role is open to experienced professionals who are excited about delivering exceptional customer experiences and leading a high-performing team.