Head of Community

Roles and Responsibilities

The role holder is responsible for providing leadership to the day-to-day operations of the community relations function, acting as the first point of contact to address client queries, and ensuring timely invoicing and collection of services charges. The role holder is also responsible for representing Dubai Community Management in the assigned community’s owner’s association and managing the associations activities for the betterment of the community and future growth.

The main duties and responsibilities of this role:

• Respond effectively and timely to the stakeholders and/or outside agency complaints and inspection reports.
• Oversee the provision of excellent services to customers and manage key relationships in order to ensure their satisfaction with the provided services and resolution of issues to the customers’ satisfaction.
• Responsible for sorting, prioritizing and cascading complaints to the concerned departments, setting response time as per the agreed KPIs and follow up on the closure of the complaints and accordingly update customer.
• Direct the team to attend to all the customer feedback and complaints, and prepare action plans to address and resolve all issues.
• Collaborate with the other DCM functions to address investor queries/complaints including channeling maintenance issues, strengthening communication outflow to the communities and providing input to other initiatives for future planning for the assigned communities.
• Responsible for ensuring invoicing and collections of community services charges are executed in a timely manner to ensure that adequate funds are available for the maintenance and operations of the community common facilities and infrastructure such as landscaping, lakes, public parking, etc.
• Ensure each account has complied with its financial obligations, including the timely budgeting, invoicing, and collections of Service Charges.
• Contribute to the annual operational plans for the assigned communities to accomplish the delivery of the business plans for community management services within the residential sectors.
• Implement the annual operating plan for the assigned community, to ensure the community assets and values are protected to attain the desired results.
• Develop and oversee the implementation of policies, procedures and controls covering the Community Management division so that all relevant procedural/legislative requirements are fulfilled while delivering quality and cost-effective service.
• Provide Owners Association Management services to all Jointly Owned Properties in DCM in alignment with RERA Regulations. Ensure adherence to all rules, legislations, laws and regulations relating to communities and master communities.
• Prepare and release MIS reports to provide Management with timely information to monitor the progress of Facility Management initiatives against plan, budget and sales.
• Provide initiatives and suggestions to continue improving Customer Experience at all stages in the lifecycle of the community.
• Provide leadership within the function, setting individual objectives, managing performance, developing and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance in the pursuit of the Department’s objectives.
• Build and promote an organization culture that encourages innovation and rewards performance that leads to enhanced staff motivation and retention.

Desired Candidate Profile

• Community Engagement: Expertise in developing and implementing strategies to build and maintain relationships with community members, stakeholders, and partners.

• Leadership Skills: Strong leadership abilities to guide a team, inspire collaboration, and promote a positive community culture.

• Communication Skills: Excellent verbal and written communication skills for effectively conveying messages to diverse audiences and facilitating dialogue.

• Strategic Planning: Ability to create and execute strategic plans that align with organizational goals and enhance community involvement.

• Conflict Resolution: Proficiency in addressing and resolving conflicts or issues within the community in a constructive manner.

• Event Management: Experience in planning and executing community events, workshops, and initiatives to foster engagement and connection.

• Data Analysis: Skills in analyzing community feedback, engagement metrics, and trends to inform decision-making and improve strategies.

• Networking: Strong networking abilities to establish connections with other organizations, community leaders, and stakeholders.

• Project Management: Experience in managing multiple community projects simultaneously, ensuring timely execution and effective resource allocation.

• Brand Advocacy: Understanding of the organization’s brand and mission to effectively represent and promote it within the community.

• Cultural Competence: Awareness of and sensitivity to the diverse backgrounds and needs of community members, promoting inclusivity.

• Digital Engagement: Familiarity with digital platforms and social media to enhance community engagement and outreach.