Executive Customer 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 is a diversified investment firm that cultivates the extraordinary Born in Dubai we curate a unique portfolio of extraordinary investments experiences and assets to generate meaningful outcomes The investments we make are strategically chosen and thoughtfully nurtured mirroring Dubai s ambition spirit and energy As a global investor asset owner and developer we utilise our resources know-how and connections to deliver long-term value wherever we operate Our portfolio spans Lifestyle amp Entertainment Destinations Real Estate Hospitality and F amp B including Skydive Dubai Deep Dive Dubai XDubai Dubai Harbour Kite Beach and more As Shamal Holding continues to grow we re in search of an Executive Customer Experience This role supports the full lifecycle of guest and owner engagement across Shamal s ultra luxury developments The role ensures seamless personalised and high touch experiences for UHNW Owners and their representatives This position requires a polished detail oriented service driven individual who can manage sensitive owner interactions coordinate internally across departments and uphold Shamal s commitment to excellence

Responsibilities

Guest amp Owner Experience Delivery

• 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

Data Led Personalisation amp Experience Support

• 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

Operational Coordination

• 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

Stakeholder amp Partner Support

• 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

Owner Journey Touchpoints amp Enrichment

• 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

On-Site amp Operational Presence

• Attend site meetings walkthroughs and experience reviews as required
• Support the transition from office-based operations to on-site support when applicable

Ownership

• 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

For more information about Shamal please visit our LinkedIn page https www linkedin com company shamalholding

Note Due to a high influx of profiles only shortlisted candidates will be contacted

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.
• Strong background in coordinating complex stakeholder networks (legal, financial, operational).
• Proven ability to translate operational updates into clear, reassuring Owner communication.
• Familiarity with the UAE regulatory environment (property, utilities, registrations, etc.).