Context:

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.

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