Senior Customer Experience & Engagement Lead

Jumeirah; United Arab Emirates; On-site; AED 180,000 - 260,000; Full time

Job summary

Dubai Holding Community Management is seeking a Senior Executive - Customer Engagement to actively coordinate and execute advanced engagement strategies within its communities in the United Arab Emirates.

The role focuses on driving customer satisfaction, building strong relationships, and supporting the Customer Experience & Engagement department through proactive communication and comprehensive data-driven insights.

Qualifications

• Bachelor's degree in business administration, Marketing, Communications, Hospitality Management, or a related field.
• 3–5 years of progressive experience in customer engagement, customer relations, communications, or a senior customer-facing role.
• Experience in supporting and executing customer engagement programs and managing direct customer interactions.

Responsibilities

• Actively engage with community residents and stakeholders to build strong, positive relationships and enhance their overall experience.
• Proactively communicate important community updates, service changes, and engagement opportunities to residents.
• Organize and facilitate community feedback sessions, workshops, and focus groups to gather in-depth customer insights.
• Lead the execution of various customer engagement initiatives, events, and community activations from planning through to post-event analysis.
• Collaborate with internal teams to ensure seamless promotion and delivery of engagement programs.
• Monitor participation rates and feedback from engagement activities, providing insights for continuous improvement.
• Serve as a senior point of contact for complex customer inquiries, feedback, and support requests, ensuring timely, empathetic, and professional resolution.
• Investigate and resolve moderately complex customer issues, escalating high-priority cases when necessary, and ensuring comprehensive follow-up.
• Contribute to the development of FAQs and knowledge base articles based on recurring customer inquiries and feedback.
• Coordinate the development and distribution of engaging communication materials for customer-facing channels, ensuring brand consistency and clarity.
• Assist in crafting content for various communication platforms (portals, newsletters, social media) related to engagement.
• Oversee systematic collection of customer feedback through VOC channels, ensuring data integrity.
• Analyze qualitative and quantitative feedback to identify trends, pain points, and opportunities for enhancing customer satisfaction.
• Prepare comprehensive reports on engagement metrics, customer sentiment, and initiative performance for management.

Skills

Customer engagement

Communication

Relationship building

Analytical skills

Project coordination

Content creation

Microsoft Office

Education

Bachelor's degree in business administration, Marketing, Communications, Hospitality Management, or related field

Tools

CRM systems

Microsoft Office Suite

Job description

Dubai Holding Community Management is seeking a Senior Executive - Customer Engagement to actively coordinate and execute advanced engagement strategies within its communities in the United Arab Emirates.

The role focuses on driving customer satisfaction, building strong relationships, and supporting the Customer Experience & Engagement department through proactive communication and comprehensive data-driven insights.