Senior Manager - Corporate Affairs

Established in 2004, Dubai Holding is a global investment company with investments in more than 34 countries and a combined workforce of nearly 45,000 individuals. In line with the vision of Dubai’s leadership and economic diversification strategy, Dubai Holding companies have nurtured sectors, irrevocably transforming Dubai’s socio-economic landscape and positioning Dubai as a diversified, globally integrated economy.

Dubai Holding is committed to the diversification of Dubai’s non-oil economy. Our portfolio, valued at over AED 284+ billion, spans 10 sectors, including real estate, hospitality, leisure & entertainment, ICT, design, education, media, retail, manufacturing & logistics, and science.

Dubai Holding is looking to hire a Senior Manager – Corporate Affairs reporting to the Senior Vice President – Corporate Affairs. The role holder will be responsible to oversee the management and implementation of initiatives to enhance customer satisfaction and stakeholder engagement. The role involves program management, reporting, and supporting the establishment of a Customer Insights Hub, as well as leading tactical execution of stakeholder strategies and account management plans to drive service excellence and operational efficiency.

Key Accountabilities:

Program Management:

1. Lead and coordinate programs across Corporate Affairs functions, including Government Relations, Customer Experience, and Stakeholder Management, ensuring alignment with organizational goals.
2. Develop detailed project plans for customer experience initiatives and oversee their execution, ensuring on-time and within-budget delivery.
3. Manage resources effectively across projects, balancing competing priorities and optimizing outputs to meet business objectives.
4. Identify and address operational inefficiencies to streamline program delivery and improve outcomes.

Customer Insights & Data-Driven Strategies:

1. Provide critical support for the establishment of a centralized Customer Insights Hub, bringing together data from multiple sources to create actionable intelligence.
2. Collaborate with various teams to extract insights from customer feedback, surveys, behavioural trends, and segmentation data to guide strategic decisions.
3. Work with business units to incorporate VOC (Voice of the Customer) findings into operational and strategic planning.
4. Develop metrics to track and evaluate the impact of customer experience initiatives on business performance.
5. Identify and implement best practices and innovative approaches to enhance customer journeys and service delivery models.
6. Evaluate Dubai Holding’s customer experience practices against global standards and make recommendations for improvements.
7. Explore and deploy emerging technologies, such as AI and automation, to optimize customer engagement and operational efficiency.

Stakeholder Management:

1. Lead all stakeholder and authority correspondence, including developing and implementing tactical strategies to address key issues and maintain relationships.
2. Establish frameworks to engage with stakeholders including authorities effectively, ensuring their concerns are addressed and expectations are met.
3. Act as the primary escalation point for complex stakeholder concerns, ensuring timely and satisfactory resolutions.
4. Build and maintain strong relationships with internal and external stakeholders, acting as a trusted advisor and representative of Dubai Holding’s customer-centric values.

Account Management:

1. Develop and execute detailed account management plans tailored to the needs of the relevant stakeholder, including customers, authorities and all other relevant external stakeholders.
2. Track account performance and identify opportunities to enhance stakeholder engagement and customer satisfaction.
3. Work closely with key stakeholders to build loyalty, improve retention, and address specific needs proactively.
4. Partner with internal teams to ensure a seamless customer experience across all touchpoints and channels.

Reporting & Governance:

1. Oversee the preparation of detailed reports and dashboards to track customer experience metrics, program progress, stakeholder engagement outcomes and authority matters.
2. Ensure adherence to corporate governance standards by maintaining accurate records and implementing compliance processes across the function.
3. Present insights and recommendations to senior management, providing a clear view of successes, challenges, and opportunities for improvement.
4. Establish processes for ongoing monitoring and evaluation of customer experience initiatives to ensure sustained excellence.

Who we are looking for:

1. Minimum 8-10 years in a similar role.
2. Experience working with a consulting company on multiple CX projects.

Education / Professional Certifications:

1. Minimum: Graduate or Post Graduate Degree, preferably in the field of Marketing.

Technical & Behavioural Competencies:

1. Strong verbal and written skills.
2. Excellent research and analytical skills, with ability to identify issues and interpret reports/data.
3. Excellent conflict resolution skills.
4. Excellent skills in Excel, PowerPoint and Word.
5. Adaptable to the changing needs of the corporate affairs department and the wider group.
6. Relationship building across all levels within the verticals (influencing skills).
7. Understanding of customer experience.
8. Understanding of the working of government authorities within Dubai.
9. Process mapping and process improvement.
10. Ability to engage with all stakeholders, customers, authorities, and internally.
11. Excellent written communication skills in English.
12. Ideally able to communicate verbally and written in Arabic.

As much as we would be delighted to entertain all applicants, due to the high volumes of applications, only successful applicants will be contacted within 14 business days.

This job description is not all inclusive. Dubai Holding reserves the right to amend this job description at any time. Dubai Holding is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.