Job Description

We are seeking a Customer Experience & Brand Response Manager with a strong background in real estate. This role is focused on enhancing customer satisfaction, managing brand reputation, and addressing customer concerns through proactive engagement, especially in online platforms such as Google reviews. Key responsibilities include identifying and resolving issues, collaborating across departments, and ensuring effective follow-up. This role also supports broader communication efforts to uphold SOBHAs commitment to quality and transparency. Key Responsibilities: 1. Customer Feedback & Resolution Management: • Monitor, analyze, and respond to customer reviews, with a focus on professionally addressing negative feedback. • Investigate underlying issues by liaising with relevant departments (e.g., sales, project management, after-sales) to understand the root causes of customer complaints and initiate resolutions. • Follow up with customers post-resolution to confirm satisfaction and encourage brand loyalty. 2. Brand Reputation & Online Presence Management: • Work proactively to protect and enhance the SOBHA brand by positively engaging with online feedback. • Identify trends in feedback and recommend actions to address recurring issues, fostering continuous improvement in service and communication. 3. Cross-Departmental Collaboration: • Act as a liaison across departments to resolve customer concerns effectively and efficiently. • Develop streamlined processes for handling common issues, ensuring that all customer interactions reflect SOBHAs standards of excellence. 4. Content & Communication Support: • Contribute to communication strategies that strengthen customer relationships and promote SOBHAs values of quality, reliability, and transparency. • Draft, review, and refine written communications to ensure clarity, consistency, and alignment with the brand voice. Preferred candidate profile Minimum of 5 years in CRM, Sales, or Marketing, preferably within the real estate industry. Required: Current experience managing and responding to Google reviews for a real estate company. Proven experience in online reputation management and customer complaint resolution. Exceptional written and verbal communication skills. Strong analytical abilities for identifying issues from reviews and implementing effective solutions. Excellent interpersonal skills and the ability to coordinate across teams. Ability to work independently while managing multiple tasks and deadlines. Perks and benefits