The Role
Lead customer experience initiatives, oversee project management, analyze customer feedback, and optimize customer interactions to enhance satisfaction and loyalty.
Summary Generated by Built In
JOB PURPOSE
Lead the execution and monitoring of all strategic customer initiatives across the business to ensure Aldar’s customer value proposition “DNA” is embedded throughout Aldar’s portfolio
ROLES AND RESPONSIBILITIES
• Lead the development and execution of the CX roadmap across Customer Management, Marketing, Brokers and Integrated Services, ensuring alignment with overall commercial and organizational objectives.
• Drive end-to-end project management and governance for CX initiatives, ensuring timely delivery, resource alignment, and adherence to defined standards, processes and KPIs.
• Own the consolidation and interpretation of VOC, NPS and CSAT insights to drive prioritization, influence leadership decision-making, and shape experience improvement initiatives.
• Oversee the tracking and governance of departmental CX initiatives, ensuring cross-functional alignment and accountability to key performance goals.
• Prepare and present executive-level reports, dashboards, and strategic updates to senior leadership, proactively identifying risks and opportunities.
• Facilitate journey mapping exercises and cross-functional workshops to define and optimize key moments of truth and customer pain points.
• Govern and continuously enhance CX tools, frameworks and operating models that support consistent experience delivery across touchpoints.
• Serve as a key liaison with internal stakeholders to translate insights into actionable design, policy or service enhancements.
• Play an active role in the ongoing development and governance of CX standards, frameworks, and operating principles across all Commercial teams.
QUALIFICATION AND EXPERIENCE
RELATED YEAR OF EXPERIENCE:
Min of 10+ years of experience in a customer centricity or related field.
YOE IN MANAGERIAL POSITION :
Min of 2+ years of related managerial experience.
FIELD OF EXPERIENCE:
• Real Estate Experience in Customer culture development
• Proven track record of effectively dealing with senior management.
• Experience in leading multi-disciplinary initiatives required.
• Preferably experience with Salesforce, Tableu, Qualtrics, Performance/Project Management Systems
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas
TECHNICAL AND INTERPERSONAL SKILLS
• Strong leadership, analytical and strategic thinking capabilities with the ability to influence cross-functional stakeholders.
• Deep expertise in NPS, VOC, customer journey mapping and insight-to-action governance.
• Proven ability to manage complex, cross-functional initiatives with multiple stakeholders and competing priorities.
• Excellent communicator with strong presentation, reporting and storytelling skills for senior audiences.
• High level of organizational planning, prioritization, and execution discipline.
QUALIFICATION
• Bachelor degree in any discipline; Advanced strong degree preferred
Top Skills
Performance/Project Management Systems
Qualtrics
Salesforce
Tableau
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The Company
What We Do
AlDar Properties was incorporated in 2004 by the founder, Mr. Sulaiman Al-Banai.
The company is engaged in property management of multi-family residential properties & commercial properties throughout Doha, Qatar.
We are focused on maintaining a large diverse portfolio of properties; furnished, semi-furnished & unfurnished. Here at AlDar Properties, we are committed in giving our valued customers the best quality at affordable prices, with no agency fee. We are simply the experts in the art of real estate with a team that is trained to understand all of your needs and provide you with clear expert advice to help you easily navigate the process and give you the best living experience
