Manager – Relationship Management - 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 centres, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

About the Job:

The job holder will be responsible for managing VIP Services operations, ensuring the seamless delivery of exceptional, personalized experiences. This role involves managing a dedicated team, fostering strong relationships with high-value clients, and maintaining service excellence. Additionally, the position plays a key role in enhancing customer satisfaction, driving team development, and supporting business growth initiatives. The main duties and responsibilities of this role:

• Lead, mentor, and coach the VIP services team, ensuring alignment with company goals and service excellence standards.
• Provide continuous performance feedback, coaching, and support for the team to drive high engagement and retention.
• Develop and maintain a repository of best practices and SOPs for handling VIP customer interactions.
• Act as the primary escalation point for VIP clients, ensuring seamless resolution of concerns, inquiries, and service requests.
• Build and maintain long-term, trust-based relationships with high-net-worth individuals, property investors, and key stakeholders.
• Oversee the development of detailed client profiles to enable hyper-personalized service delivery.
• Design and implement customized processes and communication templates to enhance the VIP experience.
• Create and manage end-to-end journey maps for VIP clients, capturing key interactions in CRM systems and optimizing touchpoints.
• Monitor key performance indicators (KPIs) for service excellence and team effectiveness, ensuring continuous measurement and improvement of VIP service quality and operational efficiency.
• Manage high-stakes negotiations on service disputes and contractual matters, balancing customer expectations with business interests to drive sustainable relationships.
• Ensure operational excellence through strict adherence to governance frameworks, regulatory compliance, and service standards, mitigating risks and maintaining corporate integrity.
• Work closely with cross-functional teams (Sales, Legal, Operations, and Marketing) to design tailored service solutions.
• Ensure high-quality, proactive communication with VIP clients at every stage of the property transaction.
• Oversee property inspections, snagging processes, and key handover schedules to ensure a seamless transition for VIP clients.
• Address and resolve issues related to payments, property modifications, documentation delays, and post-handover concerns.
• Ensure all service delivery aligns with Service Level Agreements (SLAs) and internal operational standards.
• Monitor customer satisfaction metrics and implement strategies to maintain or exceed an 8+ satisfaction index score.
• Generate reports and analyze data on VIP client interactions, feedback, and service performance to identify trends and areas for improvement.
• Monitor key performance indicators (KPIs) and service metrics, using insights to enhance operational efficiency.
• Initiate regular team meetings to discuss customer feedback, operational challenges, and performance insights.
• Uphold the highest standards of discretion and confidentiality, safeguarding elite client information and reinforcing trust in all engagements.
• Identify training needs and conduct workshops, training sessions, and external learning programs to enhance the team's ability to deliver premium client experiences.

About you:

• Bachelor’s degree in Business, Real Estate, Hospitality, or a related field. Master’s degree preferred
• Advance diploma in customer relationship management / Certificate in customer relationship management – Preferred
• Min 6+ years of experience in luxury real estate, high-end customer service, or VIP relationship management.
• Proven experience in leading high-performing teams of Relationship Managers.
• Strong knowledge of luxury property transactions, high-net-worth client expectations, and premium service standards.
• Excellent leadership, communication, problem-solving, and stakeholder management skills.
• Experience Proficient with CRM systems, customer journey mapping, and service optimization strategies.
• Exceptional communication, interpersonal, and problem-solving skills.
• Adaptability to manage diverse client needs, high-pressure situations, and dynamic team environments.
• Strong leadership and team management abilities with a focus on training and performance enhancement.
• Strategic thinking with the ability to analyze data, identify trends, and implement solutions.
• A customer centric mindset with a proactive approach to relationship management.
• Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and handle multiple responsibilities.
• Adaptability and flexibility to work in a dynamic and fast-paced environment.

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.