Executive - Ultra-Luxury Guest 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 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.