Head - Customer Experience - Residential Real Estate

About the Opportunity:

Our client, a leading real estate developer, is looking for a senior Customer Experience leader to own and elevate the customer journey across its residential portfolio.

The role will lead the end-to-end customer experience from booking through collections, documentation, registration, possession and handover, while building a strong service culture and driving measurable improvements in customer satisfaction.

Key Responsibilities:

- Own the end-to-end post-sales customer journey across residential projects.

- Define and drive the organisations Customer Experience strategy, service standards and governance framework.

- Lead CRM operations covering customer onboarding, documentation, collections, registration, possession and handover.

- Own NPS, Voice of Customer (VOC), customer satisfaction and service recovery frameworks.

- Establish SLAs, escalation matrices and mechanisms for timely resolution of complex customer issues.

- Drive collections and outstanding receivables while balancing customer experience and commercial priorities.

- Partner closely with Sales, Projects, Finance, Legal and Operations to ensure seamless customer delivery.

- Use customer data, feedback and MIS to identify systemic issues and drive process improvements.

- Lead, mentor and develop a large customer-facing team across projects.

- Represent the customer agenda in senior leadership reviews and provide insights on key CX metrics, risks and improvement priorities.

Candidate Profile:

- 12+ years of experience in Customer Experience, CRM or post-sales operations, with significant leadership experience.

- Strong experience within residential real estate is highly preferred.

- Demonstrated ownership of the customer lifecycle from booking through possession and handover.

- Strong understanding of collections, documentation, registration, escalations and customer grievance management.

- Experience owning NPS/CSAT/VOC and service excellence initiatives.

- Proven ability to lead large teams and manage complex, high-value customer relationships.

- Strong stakeholder management with the ability to work across Projects, Sales, Finance and Legal.

- Data-driven, process-oriented leader with strong communication and problem-solving capabilities.

- This is a senior leadership opportunity for someone who can combine customer advocacy with operational and commercial rigour, and build a differentiated customer experience across a large residential real estate portfolio.