Senior Director Customer Care (Residential) (RES409)

Qiddiya Investment Company is dedicated to delivering unparalleled customer experiences, and we are thrilled to announce an opening for the position of Senior Director Customer Care (Residential). In this strategic role, you will lead our customer care initiatives, ensuring that residents receive exceptional service and support that aligns with the high standards associated with Qiddiya's vision of creating remarkable living environments.

Responsibilities

• Develop and implement customer care strategies and policies that enhance resident satisfaction and loyalty.
• Lead and manage the customer care team, providing guidance, coaching, and support to foster a high-performance culture.
• Establish service standards and metrics to measure customer satisfaction and service quality.
• Monitor and analyze customer feedback to identify trends, issues, and opportunities for improvement.
• Collaborate with cross-functional teams, including marketing, sales, and operations, to ensure a seamless customer experience across all touchpoints.
• Implement technology solutions to streamline customer service processes and enhance resident engagement.
• Develop and conduct training programs for staff to ensure high standards of customer interaction and support.
• Prepare and present reports on customer care performance, outcomes, and initiatives to senior management.
• Foster a culture of continuous improvement in customer care service levels and resident engagement initiatives.

• Bachelor's degree in Business Administration, Hospitality Management, or a related field (Master's degree preferred)
• A minimum of 15+ years of experience in customer service or customer care roles, with a focus on residential or hospitality sectors
• Proven leadership skills and experience in managing large customer care teams
• Strong understanding of customer care best practices, service excellence, and resident engagement strategies
• Exceptional communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels
• Analytical skills to assess customer feedback and service metrics to drive improvements
• Proficient in customer relationship management (CRM) systems and technologies
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities