Customer Experience Manager - Real Estate

Job description / Role

We are looking for a strong leader to manage the frontline customer service team. This role focuses on ensuring excellent customer interactions, smooth case handling, and full compliance with real estate regulations. The ideal candidate should have real estate experience, strong Salesforce CRM skills, and the ability to coach and support a customer-facing team.

Main Responsibilities:

• Lead and mentor the frontline customer service team to ensure professional and customer-focused service.
• Oversee all customer-facing tasks including inquiries, complaints, payments/collections, and post-sales service requests.
• Make sure the team uses Salesforce CRM correctly for logging cases, tracking progress, and managing customer history.
• Set and monitor KPIs such as response time, resolution rate, customer satisfaction, and CRM accuracy.
• Provide coaching, training, and feedback to improve team skills and performance.
• Work with finance, legal, and operations teams to resolve complex or escalated cases.
• Implement and enforce service standards and SOPs for all interactions.
• Support service digitization by reducing manual work and improving workflow efficiency.
• Ensure all customer interactions follow UAE real estate regulations (ADM, DARI, etc.).
• Handle high-level or sensitive customer cases and ensure timely, professional resolution.

• Bachelor’s degree in Business, Real Estate, or a related field.
• 5–7 years of experience in customer service or customer operations, with at least 2–3 years in a managerial role.
• Experience in real estate post-sales operations (SPA, collections, defaults, compliance, complaints).
• Strong knowledge of Salesforce CRM (required).
• Excellent leadership, coaching, communication, and problem-solving skills.
• Familiarity with UAE real estate regulations and customer service standards.

About the Company

Service

Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs.

Knowledge

Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term.

Care

At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, thats why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.