Customer Care Manager

Key Responsibilities:Develop and implement customer care strategies, policies, and service standards.Define, monitor, and improve SLAs, KPIs, and customer satisfaction metrics.Lead, coach, and develop the Customer Care team to achieve performance objectives.Manage CRM operations, ensuring accurate customer data and reporting.Oversee customer inquiries, complaints, and escalations, ensuring timely resolution.Analyze customer feedback and service trends to identify improvement opportunities.Prepare management reports and dashboards on service performance.Collaborate with Sales, Projects, Construction, Property Management, Finance, Legal, and Handover teams.Manage critical customer escalations and stakeholder communications.Develop customer communication plans for updates and service notifications.Drive customer experience and continuous improvement initiatives.Ensure compliance with company policies, procedures, and data integrity standards.Support customer handover and post-handover activities.Contribute to departmental planning, budgeting, and strategic initiatives.Required Qualifications:Bachelor's degree in Business Administration, Marketing, Management, Communications, or a related field.Professional certifications in Customer Experience (CX), CRM, Customer Service Management, or Project Management are preferred.8–10 years of experience in Customer Care, Customer Experience, Customer Service, or CRM, including at least 2–3 years in a leadership role.Required Skills:Strong knowledge of customer care and customer experience management.Experience with CRM platforms and customer service technologies.Expertise in complaint management and escalation handling.Leadership, coaching, and team development.Stakeholder management and cross-functional collaboration.Strong analytical, reporting, and problem-solving skills.Excellent communication, negotiation, and presentation abilities.Advanced Microsoft Office proficiency.Ability to manage multiple priorities under pressure.Fluency in English and Arabic (written and spoken).