Customer Experience & Service Excellence Manager

A leading and well-established income-producing real estate company is seeking a Customer Experience & Service Excellence Manager for a newly created role.

This is a cross-functional and impactful position, focused on continuously improving the service experience provided to office tenants. The role combines data-driven thinking, hands-on execution, value creation within office buildings, and direct interaction with customers.

The position is ideal for someone who enjoys working with both numbers and people, translating insights into action, and shaping a high-quality service experience end to end.

Key Responsibilities:

• Collect, analyze, and monitor service-related data from customer service systems, satisfaction surveys, and mystery shopper feedback
• Work regularly with Excel or Google Sheets to identify trends, flag issues, and support service improvement initiatives
• Monitor SLA performance of building managers and service teams
• Lead the initial setup of a basic customer experience dashboard, with room to evolve over time
• Proactively create added value for tenant companies through initiatives such as fairs, events, and on-site activities in office buildings
• Manage communication around events and collaborate with suppliers and external partners, including nearby businesses and restaurants
• Conduct direct conversations with existing tenants and with customers who have left, to gather feedback and improve service quality

This is a full-time position, from the office in Ramat Gan.

Requirements:

• Previous experience in customer experience, service operations, business operations, or similar cross-functional roles
• Strong working knowledge of Excel or Google Sheets
• Experience with service ticketing systems or CRM platforms - an advantage
• Analytical mindset combined with strong interpersonal and communication skills
• Ability to work independently, take initiative, and manage multiple stakeholders
• Willingness to combine office-based work with on-site presence when needed

This is a unique opportunity to shape a new role, influence service standards, and make a real impact on customer experience within a large and stable organization.