The Lead of Customer Excellence is responsible for developing and executing integrated customer experience and marketing strategies that enhance engagement, support project launches, and strengthen the company brand. This role oversees both marketing and customer experience initiatives to deliver seamless, data-driven, and customer-centric strategies across all touchpoints.
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Responsibilities
- Develop and lead the implementation of a comprehensive customer excellence strategy aligned with DBU’s real estate development goals.
- Ensure integration of customer feedback, insights, and behavioral data into decision-making across planning, design, sales, and operations.
- Lead a team of specialists in customer insights, journey design, marketing operations, and experience delivery.
- Oversee the mapping and continuous improvement of customer journeys across both B2B and B2C segments.
- Define service standards, experience metrics, and escalation pathways across all touchpoints, from onboarding to post-handover.
- Champion Voice of Customer programs and ensure systematic measurement of Net Promoter Score (NPS), CSAT, and other KPIs.
- Drive the digital transformation of customer interaction channels including CRM, apps, and omni-channel platforms.
Requirements
- 15+ years in customer experience, insights, or strategy roles, with 5+ years in a leadership role.
- Proven record in embedding CX within real estate, retail, or service-focused industries.
- Excellent communicator and collaborator across departments.
- Data-driven, strategic, and focused on measurable outcomes.
- Innovative and comfortable with leading digital transformation initiatives.
- Bachelor’s degree in Business, Marketing, Customer Experience, or related field.
- Master’s degree or Executive Education in CX Strategy or Digital Transformation is preferred.
What We Offer
At the company, we’re on a mission to create great moments and build experiences that stay in our memories for a lifetime. Work in a friendly environment, where everyone shares positive vibes and is excited about our future. Join us and be part of over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
