Assistant Manager - Customer Experience - Customer Care - Dubai Holding Real Estate

Assistant Manager - Customer Experience - 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.

Job Purpose:

The job holder will be responsible to support the delivery of exceptional experiences for VIP clients and collaborate closely with the Experience Manager and cross-functional teams to ensure personalized services, implement premium service initiatives, and drive continuous improvements. Enhance overall customer satisfaction, strengthening client relationships, and ensuring the highest standards of service excellence across all touchpoints.

Key Responsibilities:

1. Contribute to the curation and implement a VIP customer experience strategy aligned with the organization’s values and high-value client expectations.
2. Oversee an exclusive VIP benefits program to drive customer engagement and retention based on tiered VIP membership levels (Platinum, Gold, Silver, etc.)
3. Manage personalized programs, rewards, privileges, and experiences that are tailored to the unique preferences of each VIP client, elevating their overall engagement with the brand.
4. Execute exclusive VIP events including private previews, luxury hospitality experiences, and networking meetups and concierge services for travel, lifestyle, and premium brand collaborations.
5. Ensure consistent, high-quality service delivery across all customer touchpoints in compliance with SLAs.
6. Regularly analyse customer feedback and insights to enhance the VIP program’s effectiveness.
7. Provide initiatives to maintain or exceed a customer satisfaction index score of 8+, consistently enhancing the customer experience and fostering loyalty.
8. Leverage CRM tools and data analytics to refine offerings and create highly personalized experiences that align with the unique preferences of VIP clients.
9. Identify customer trends and provide strategic recommendations for optimizing VIP engagement, ensuring the program remains competitive and responsive to customer needs.
10. Work closely with Marketing, Sales, Operations, and Product teams to align the VIP benefits program with business goals.
11. Regularly review and enhance program benefits based on customer insights and satisfaction metrics.
12. Assist in the execution of the VIP customer experience strategy and ensure alignment with organizational goals.

Candidate Qualifications, Experiences & Skills:

1. Bachelor’s degree in business, Hospitality, Marketing, or a related field.
2. Experience in luxury hospitality, aviation, real estate, high-end retail, or premium concierge services.
3. Min 4-6 years of experience in customer experience, VIP services, or luxury brand management with at least 1 year of experience in leading/supervising a team.
4. Strong understanding of customer engagement strategies, loyalty programs, and high-end client services.
5. Experience in planning and executing exclusive events, personalized gifting, and concierge services.
6. Proficiency in CRM tools, data analytics, and customer satisfaction metrics.
7. Excellent communication, problem-solving, and stakeholder management skills.
8. Ability to build rapport and effectively communicate with clients and team members.
9. Exceptional problem-solving and conflict resolution abilities.
10. Proactive and customer-centric mindset.
11. Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and handle multiple responsibilities.
12. Adaptability and flexibility to work in a dynamic and fast-paced environment.
13. Attention to detail, excellent interpersonal skills, and a proactive approach to enhancing client satisfaction and loyalty.
14. High proficiency in English, both written and verbal, is mandatory.
15. High verbal proficiency in native language is mandatory.
16. Relationship building.

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.