Assistant Manager - Relationship Management - Customer Care - Dubai Holding Real Estate

Assistant Manager - Relationship Management - Customer Care - Dubai Holding Real Estate

About Dubai Holding Real Estate:

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

Job Purpose:

The Job holder will be responsible for the management of high-profile client experiences by ensuring excellent service standards. Provide support in handling VIP customer requests across the Company ecosystem, help build strong relationships and contribute to delivering personalized experiences.

Key Responsibilities:

1. Build and maintain long-term relationships with high-value clients, serving as their primary point of contact.
2. Develop and maintain detailed customer profiles to personalize services and anticipate client needs.
3. Regularly engage with VIP clients to understand expectations, offer tailored solutions, and enhance satisfaction.
4. Ensure all interactions adhere to Service Level Agreements (SLAs), delivering consistent and high-quality service.
5. Oversee and coordinate property inspections, snagging processes, and key handover schedules.
6. Address and resolve issues related to payments, documentation delays, property modifications, and handover concerns.
7. Proactively communicate with clients before issuing legal notices for overdue payments or property terminations.
8. Work closely with Legal, Finance, and Operations teams to ensure a smooth transaction and handover process.
9. Handle inquiries and concerns promptly, ensuring client satisfaction and retention.
10. Follow up on overdue payments, ensuring timely settlements within agreed timelines.
11. Provide proactive, solution-oriented communication to prevent escalations and enhance the overall VIP experience.
12. Work closely with internal teams (Sales, Legal, Operations, and Customer Experience) to ensure a seamless service journey.
13. Identify opportunities for process improvements, personalized engagement, and operational efficiencies.
14. Contribute to the continuous refinement of customer service strategies and VIP experience initiatives.

Candidate Qualifications, Experiences & Skills:

1. Bachelor’s degree in business management; Real Estate, hospitality or a related field. Master’s degree preferred.
2. Advanced diploma in customer relationship management / Certificate in customer relationship management – Preferred.
3. The ideal candidate should have 2-4 years of experience in customer service management, especially with high-value or VIP clients, preferably in real estate or luxury services.
4. Must possess a strong understanding of real estate transactions and customer service operations and be able to handle high-net-worth clients, resolve issues, and drive loyalty.
5. Key skills include excellent communication, problem-solving, stakeholder management, and proficiency in CRM tools.
6. The role requires the ability to build rapport, manage multiple tasks, work in fast-paced environments, and possess strong organizational, negotiation, and conflict resolution skills.
7. Attention to detail and proficiency in English and the native language are essential.

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.