Executive – Customer Experience

Shamal Holding; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Shamal Holding seeks an Executive - Customer Experience to lead the guest and owner journey for ultra-luxury developments in Dubai. The role delivers personalised, discreet service to UHNW owners and their representatives, coordinating across departments and external partners.

The ideal candidate has 3–6 years in luxury hospitality or premium residential settings, with strong communication, discreet handling of sensitive information, and a data-driven approach to owner insights.

Qualifications

• Bachelor’s degree in Hospitality, Business, Marketing or related field.

Responsibilities

• Provide leadership as Guest Relations lead, overseeing the CX team and escalations.
• Coordinate end-to-end Owner/Buyer interactions with privacy and discretion.
• Attend site meetings, prepare owner briefs, and map key journey moments.

Skills

Emotional intelligence

Exceptional communication

Discretion & confidentiality

stakeholder coordination

Education

Bachelor's degree in Hospitality / Business / Marketing

Professional certifications in Customer Experience

PMI/Prince2 or Luxury Brand Management certification

Tools

CRM systems

AI-assisted CRM tools

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 & Entertainment, Destinations, Real Estate, Hospitality, and F&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.

Guest & 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 & 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 & 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 & 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 & 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.
• 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.).

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.