Head of Customer Experience | Property Developer
Our client is a premium South East Queensland developer renowned for delivering award-winning residential buildings and exceptional customer experiences. With a reputation built on quality, innovation and attention to detail, they have established themselves as one of the market leaders in the luxury apartment sector. As their portfolio continues to grow, they are seeking an experienced Head of Customer Experience to lead and elevate the customer experience function across the business. This is a rare opportunity to join a highly respected brand in a senior leadership capacity, driving customer outcomes across some of Brisbane's most prestigious developments.
The Role
Reporting to the General Manager, you will be responsible for the leadership, performance and continuous improvement of the Customer Care function. Leading a dedicated team, you will oversee the customer journey from pre-settlement through to post-completion, ensuring exceptional service standards, seamless customer experiences and the successful management of critical customer touchpoints. This role combines leadership, stakeholder management, customer experience strategy and operational delivery, making it ideal for an experienced leader who thrives in high-expectation environments.
* Leading and developing the Customer Care team
* Overseeing customer experiences across inspections, settlements, handovers and post-completion support
* Managing complex customer matters and escalations
* Building and implementing customer care strategies and service standards
* Working closely with Construction, Property Care and Executive teams
* Monitoring customer sentiment and proactively managing risk
* Overseeing defect resolution processes and customer communications
* Managing customer care budgets, events and engagement initiatives
* Driving continuous improvement across systems, processes and reporting
* Acting as a senior point of contact for VIP and high-profile customers
* Creating initiatives that strengthen customer loyalty, advocacy and brand reputation
About You
To be successful in this role, you will be a proven people leader with a strong background in customer experience, service delivery or client relationship management within a premium environment. You will possess exceptional emotional intelligence, commercial judgement and the ability to navigate complex stakeholder situations with confidence and professionalism.
* Proven leadership experience within property, hospitality, luxury service or a similar customer-focused environment
* 3 years+ experience managing high-performing teams
* Strong stakeholder management and communication skills
* Ability to manage complex customer matters and escalations
* Experience developing and implementing customer service processes and standards
* Exceptional organisational and problem‐solving abilities
* Strong commercial acumen and decision‐making skills
* Drivers licence and reliable vehicle
* Immaculately presented
* Great time management skills
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