Chief Luxury CX Lead for UHNW Owner Experience

Shamal Holding; Dubai; On-site; AED 360,000 - 600,000; Full time

Job summary

Shamal Holding, a Dubai-based luxury investment and development group, seeks an Executive Customer Experience to lead the full lifecycle of guest and owner engagement across its ultra-luxury developments. The role delivers seamless, personalized experiences for UHNW owners and their representatives, coordinating across departments to uphold the company’s exceptional standards.

Candidates should have a hospitality/business background, professional certifications in CX or luxury brand management,

Qualifications

• Bachelor's degree in Hospitality, Business, Marketing, or a related field.
• Professional certifications in Customer Experience, Project Management (PMP/Prince2), or Luxury Brand Management preferred.
• Training in cross-cultural communication and/or AI/CRM systems an advantage.
• 3–6 years experience in luxury hospitality, guest services, private client management, or premium residential settings.
• Strong communication skills with high emotional intelligence.
• Demonstrated experience handling UHNW Owners with discretion, empathy, and confidentiality.

Responsibilities

• Support the Associate Director as a primary liaison for Owners and Representatives.
• Assist in coordinating and personalizing end to end Owner Buyer interactions ensuring a warm seamless and discreet experience.
• Uphold service excellence standards reflective of Shamal's luxury positioning.
• Maintain accurate and structured Owner records ensuring privacy security and data integrity.
• Capture preferences insights and visit history to support personalised decision making.
• Assist in preparing Owner briefs profiles and touchpoint summaries based on data insights.
• Coordinate with internal teams to ensure timely execution of Owner requests.
• Support scheduling meeting preparation site visits and Owner walkthroughs.
• Track deliverables follow-ups and Owner requirements to ensure smooth operational flow.
• Liaise with external agencies consultants and global service partners.
• Ensure communications are timely accurate and handled with the utmost discretion.
• Support in monitoring service delivery across all Owner-facing partners.
• Support the CX and operations teams in mapping and refining key owner journey moments.
• Offer insight into practical and emotional inflection points - and help deliver memorable experiences around them.
• Explore early opportunities for buyer engagement including events invitations and updates on construction progress.
• Attend site meetings walkthroughs and experience reviews as required.
• Support the transition from office-based operations to on-site support when applicable.
• Provide oversight and direction to the CX team ensuring every interaction upholds Shamal's ultra luxury service standards.
• Serve as the Guest Relations lead managing escalations and ensuring a seamless and refined experience for UHNW guests and owners.
• Offer daily guidance support and performance oversight to maintain excellence in service delivery.
• Cultivate a culture of discretion warmth and continuous improvement empowering the team to anticipate and exceed guest expectations.

Skills

Discretion & empathy

Client relationship management

Communication skills

Emotional intelligence

Education

Bachelor's degree in Hospitality or related field

Professional certifications in Customer Experience or Luxury Brand Management

Tools

CRM software

AI/CRM systems

Job description

Shamal Holding, a Dubai-based luxury investment and development group, seeks an Executive Customer Experience to lead the full lifecycle of guest and owner engagement across its ultra-luxury developments. The role delivers seamless, personalized experiences for UHNW owners and their representatives, coordinating across departments to uphold the company’s exceptional standards.

Candidates should have a hospitality/business background, professional certifications in CX or luxury brand management,