Director-Customer Experience (ENT5849)

The Director of Customer Experience is responsible for leading, designing and optimizing the end-to-end customer journey, ensuring a seamless, personalized and superior experience at every touchpoint. This role will drive customer satisfaction, engagement, and brand loyalty by developing strategies and fostering a customer-centric culture across all business units and functions.

1. Strategy & Leadership: Develop and execute a comprehensive customer experience strategy aligned with the company’s business goals and growth objectives. Champion a customer-first mindset, embedding a culture of service excellence throughout the organization.

2. Customer Journey Mapping & Process Optimization: Design and optimize the customer journey from initial brand awareness, inquiry through post-sale interactions (e.g., pre-sales, purchase, move-in, post-occupancy services). Conduct customer journey mapping exercises to identify pain points and opportunities for improvement in sales, construction, and property management processes.

3. Customer Engagement & Satisfaction: Develop and implement customer service training programs for frontline teams to enhance responsiveness and professionalism.

4. Technology & Digital Experience: Leverage technology, including AI chatbots, self-service portals, and mobile apps, to enhance customer interaction and support.

4. Team Development & Management: Build and manage a high-performing customer experience team, providing mentorship, training, and professional development opportunities.

5. Collaboration with Internal Teams: Work closely with development, design, sales, customer operations, marketing, construction and asset management