Manager – Relationship Management - Dubai Holding Real Estate

United Arab Emirates

Job Description

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 centres, 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.

About the Job:

The job holder will be responsible for managing VIP Services operations, ensuring the seamless delivery of exceptional, personalized experiences. This role involves managing a dedicated team, fostering strong relationships with high-value clients, and maintaining service excellence. Additionally, the position plays a key role in enhancing customer satisfaction, driving team development, and supporting business growth initiatives. The main duties and responsibilities of this role:

• Lead, mentor, and coach the VIP services team, ensuring alignment with company goals and service excellence standards.
• Provide continuous performance feedback, coaching, and support for the team to drive high engagement and retention.
• Develop and maintain a repository of best practices and SOPs for handling VIP customer interactions.
• Act as the primary escalation point for VIP clients, ensuring seamless resolution of concerns, inquiries, and service requests.
• Build and maintain long-term, trust-based relationships with high-net-worth individuals, property investors, and key stakeholders.
• Oversee the development of detailed client profiles to enable hyper-personalized service delivery.
• Design and implement customized processes and communication templates to enhance the VIP experience.
• Create and manage end-to-end journey maps for VIP clients, capturing key interactions in CRM systems and optimizing touchpoints.
• Monitor key performance indicators (KPIs) for service excellence and team effectiveness, ensuring continuous measurement and improvement of VIP service quality and operational efficiency.
• Manage high-stakes negotiations on service disputes and contractual matters, balancing customer expectations with business interests to drive sustainable relationships.
• Ensure operational excellence through strict adherence to governance frameworks, regulatory compliance, and service standards, mitigating risks and maintaining corporate integrity.
• Work closely with cross-functional teams (Sales, Legal, Operations, and Marketing) to design tailored service solutions.
• Ensure high-quality, proactive communication with VIP clients at every stage of the property transaction.
• Oversee property inspections, snagging processes, and key handover schedules to ensure a seamless transition for VIP clients.
• Address and resolve issues related to payments, property modifications, documentation delays, and post-handover concerns.
• Ensure all service delivery aligns with Service Level Agreements (SLAs) and internal operational standards.
• Monitor customer satisfaction metrics and implement strategies to maintain or exceed an 8+ satisfaction index score.
• Generate reports and analyze data on VIP client interactions, feedback, and service performance to identify trends and areas for improvement.
• Initiate regular team meetings to discuss customer feedback, operational challenges, and performance insights.
• Uphold the highest standards of discretion and confidentiality, safeguarding elite client information and reinforcing trust in all engagements.
• Identify training needs and conduct workshops, training sessions, and external learning programs to enhance the team's ability to deliver premium client experiences.

About you:

• Bachelor’s degree in Business, Real Estate, Hospitality, or a related field. Master’s degree preferred.
• Advance diploma in customer relationship management / Certificate in customer relationship management – Preferred.
• Min 6+ years of experience in luxury real estate, high-end customer service, or VIP relationship management.
• Proven experience in leading high-performing teams of Relationship Managers.
• Strong knowledge of luxury property transactions, high-net-worth client expectations, and premium service standards.
• Excellent leadership, communication, problem-solving, and stakeholder management skills.
• Experience Proficient with CRM systems, customer journey mapping, and service optimization strategies.
• Exceptional communication, interpersonal, and problem-solving skills.
• Adaptability to manage diverse client needs, high-pressure situations, and dynamic team environments.
• Strong leadership and team management abilities with a focus on training and performance enhancement.
• Strategic thinking with the ability to analyze data, identify trends, and implement solutions.
• A customer centric mindset with a proactive approach to relationship management.
• Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and handle multiple responsibilities.
• Adaptability and flexibility to work in a dynamic and fast-paced environment.

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.

Job Info

• Job Identification 9192
• Job Category Commercial
• Posting Date 04/08/2025, 01:23 PM
• Apply Before 04/30/2025, 01:23 PM
• Job Schedule Full time
• Locations NSO - Building 4, Ground Floor, AE