Customer Excellence Manager

About the role

We are seeking a Customer Excellence Manager to lead and continuously improve the end‑to‑end customer experience across our real‑estate portfolio in Hurghada. The role will oversee the entire journey from the first inquiry through booking, contracting, handover and after‑sales, ensuring a seamless and high‑quality service for our clients.

Key responsibilities

• Develop and implement a comprehensive customer‑experience strategy and service standards.
• Manage the full customer journey (lead, booking, contracting, handover, after‑sales).
• Oversee the CRM system, guaranteeing accurate tracking of all customer interactions.
• Handle escalated complaints and ensure timely resolution.
• Supervise after‑sales and handover operations.
• Monitor customer‑satisfaction metrics such as NPS, CSAT, retention and referrals.
• Coordinate with Sales, Marketing, Projects, Finance and Legal teams.
• Lead and improve performance of customer‑service and call‑center teams.
• Enhance communication across all customer touchpoints.
• Prepare regular customer‑experience and performance reports.

Required profile

• 8–12 years of experience in real‑estate customer experience or after‑sales.
• Proven background in managing handover and after‑sales operations.
• Strong communication and leadership abilities.
• Customer‑centric mindset with strong problem‑solving skills.
• Experience working for a real‑estate developer is essential.

Required skills

• CRM systems