Team Leader - Customer Experience

Job Purpose:

The Team Leader – Key Account Associates is responsible for managing a team of associates delivering a premium, end-to-end onboarding experience to prospective buyers. This role ensures that clients are greeted, educated on the project, guided through the sales and registration process, and regularly updated throughout all milestones. The Team Leader personally handles escalated issues, oversees performance, ensures SLA compliance, and leads with a strong service mindset. This role bridges client satisfaction, operational efficiency, and team performance while coordinating with financial and governmental stakeholders such as banks and ADHA.

Responsibilities:

Customer Engagement & Experience Oversight

• Oversee and guide the welcome and briefing process for new prospects.
• Support the team in conducting tours of mock-up villas and explaining project features.
• Step in personally for VIPs or complex clients to ensure superior experience.
  
  

• Supervise the client’s journey from expression of interest to SPA signing and full registration.
• Ensure the team collects all required payments and documentation per process.
• Verifies all transactions made by the team.
• Maintain visibility and accountability for accuracy of Salesforce updates and record management.
  
  

• Guide and support the team in coordinating with:
• Mortgaging banks for loan approvals and documentation.
• Abu Dhabi Housing Authority (ADHA) on prospect status updates and eligibility checks.
• Resolve internal coordination gaps between sales, legal, and finance were needed.
• Attend meetings with the authorities when/if required.
  
  

• Monitor the service request dashboard and ensure that all cases are progressing as per SLA.
• Review pending requests daily and assign follow-ups or flag delays.
• Analyze trends or recurring issues and take preventive actions.
  
  

• Act as the primary escalation point for customer complaints or issues beyond the associate level.
• Meet with dissatisfied clients and resolve concerns professionally and efficiently.
• Ensure closure is documented and communicated internally for learning and process improvement.
  
  

• Lead, motivate, & mentor a team of Key Account Associates to consistently deliver high-quality service.
• Conduct regular coaching sessions, share feedback, and support growth.
• Set and monitor individual KPIs and ensure accountability across the team.
  
  

• Bachelor’s degree in business administration, Customer Service, Real Estate, or related field
• Min 4 years of experience in client-facing roles within real estate, hospitality, or premium services
• At least 2 years of experience in a team-leading or supervisory role
• The position is open for UAEN only
• The job location is in Al Ain
• Familiarity with Salesforce CRM and government housing authority processes (ADHA) preferred
• Bilingual (English & Arabic)