Head of Client Experience

📢 We’re Hiring | Head of Client Experience

We are seeking a strategic, empathetic, and execution-driven Head of Client Experience to lead our Client Experience Department (CED) and own the complete customer journey: from post-sale on-boarding, due collection to project handover and long-term relationship management.

This role is central to building trust, loyalty, and brand advocacy through world-class service delivery in the real estate sector.

Job Overview

The Head of Client Experience will design and execute CX strategies that maximize client satisfaction, retention, and lifetime value, while ensuring a seamless, premium experience across every client touch-point.

Key Responsibilities:

1. Customer Experience Strategy & Vision

• Develop and implement a comprehensive CX strategy aligned with company values and growth goals
• Define and manage CX metrics (NPS, CSAT, CES) with clear improvement targets
• Map the end-to-end client journey, identifying pain points and optimization opportunities
• Establish a premium CX vision aligned with the brand’s real estate positioning

2. Team Leadership & Development

• Recruit, train, mentor, and manage Client Experience Executives, CRM Executives, and Support Staff
• Set KPIs, performance benchmarks, and individual development plans
• Build and champion a strong client-first culture across the organization
• Design SOPs, escalation frameworks, and service quality standards

3. Client Relations & Escalation Management

• Act as the final escalation point for high-priority or sensitive client issues
• Build trusted relationships with key clients during registration, payment, and handover phases
• Ensure all interactions reflect premium service standards and brand values
• Proactively communicate project updates and manage expectations with transparency

4. Process Improvement & CX Transformation

• Analyze feedback, complaint trends, and service metrics for continuous improvement
• Identify systemic service gaps and resolve root causes cross-functionally
• Implement and optimize CRM and helpdesk systems for data-driven service delivery
• Introduce innovative service initiatives to differentiate the client experience

5. Post-Sale Servicing & Handover Management

• Oversee post-sale servicing including documentation, payment follow-ups, and progress updates
• Coordinate with Construction and Project teams for smooth, on-time handovers
• Design after-sales engagement programs to drive satisfaction and referrals
• Manage client communication during delays with empathy and solution focus

6. Reporting & Analytics

• Prepare and present CX performance reports with actionable insights
• Monitor KPIs such as resolution time, satisfaction scores, escalation rates, and retention
• Use data to guide CX investments and strategic decisions

7. Cross-functional Collaboration

• Partner with Sales for seamless prospect-to-client transitions
• Coordinate with Legal and Finance on documentation and client financial queries
• Work with Marketing on client communications, testimonials, and success stories
• Share CX insights with Construction and Project teams to align delivery expectations

Required Qualifications

• Experience: 10+ years in CX, client services, or client relations, including 4-5 years in a senior leadership role (Real estate or property development experience is a strong advantage)
• Education: Bachelor’s degree in Business Administration, Marketing, Communications, or related field (MBA preferred)
• Technical Skills: CRM platforms (Salesforce, HubSpot, Zoho, or equivalent), MS Office, helpdesk tools, and reporting dashboards
• Soft Skills: Exceptional communication, empathy, conflict resolution, leadership, and team development capabilities

Reporting Structure

• Reports to Managing Director / Deputy Chief Executive Officer
• Leads Client Experience Team members
• Works closely with Sales, Legal, Accounts, Finance, Marketing, and Construction teams

Benefits & Perks

• Competitive salary (negotiable based on portfolio & experience)
• Yearly 2 festival bonuses
• Partially subsidized lunch facilities
• Yearly salary reviews

Job Location: Gulshan Corporate Office

Please apply via LinkedIn