Senior Executive - Customer Engagement (National Talent) - Dubai Holding Community Management

Dubai Holding; Dubai; On-site; AED 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer interactions and optimize the customer journey. This role involves developing a comprehensive digital strategy, analyzing customer behaviors, and collaborating across departments to ensure a world-class service experience. The ideal candidate will have a strong background in customer relationship management, excellent communication skills, and a passion for leveraging digital trends to improve customer satisfaction. Join a dynamic team dedicated to creating vibrant communities and making a significant impact on the future of Dubai.

Benefits

Competitive Compensation

Career Development Opportunities

Collaborative Work Environment

Qualifications

• 2-4 years of experience in customer experience management.
• Strong problem-solving skills and attention to detail.
• Ability to coach and mentor team members.

Responsibilities

• Define and implement a holistic digital strategy for customer interactions.
• Analyze and improve customer experience across key segments.
• Manage customer complaints and implement feedback systems.

Skills

Interpersonal Skills

Communication Skills

Customer Focus

Problem-Solving

Digital Strategy

Time Management

Education

Bachelor's Degree in Business Administration

Master's Degree in Business Administration

Tools

MS Office

Oracle

Job description

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

Role Purpose

To develop the end-to-end customer experience and continuously develop DHCM's customer journey operations, achieving world-class customer service standards. This includes responsibility for the customer interaction strategy and roadmap and driving performance to deliver cohesive and optimal experience for all customer segments.

Key Responsibilities/Accountabilities

• Digital Strategy: Define and implement a holistic digital strategy to enhance customer interactions.
• Customer Journey Optimization: Identify and implement new opportunities throughout the customer journey for high-performing, agile customer interactions.
• CRM & Digital Assets: Leverage CRM strategies and digital asset development to improve key interactions in the customer lifecycle.
• Customer Experience Analysis: Analyze and improve customer experience and repeat-customer behavior across key segments.
• Cross-functional Collaboration: Collaborate with other business areas, acting as the voice of the customer.
• Brand Enhancement: Develop a delivery plan to enhance DHCM's reach and reputation.
• Customer Relationship Management: Build strong rapport and cooperative relationships with customers, ensuring excellent satisfaction.
• Performance Management: Establish clear performance objectives and KPIs for each operation and employee, designing effective reporting mechanisms.
• Quality Assurance: Implement quality assurance programs to monitor, evaluate, and enhance DHCM's customer service procedures and protocols.
• Team Development: Coach, train, and provide professional development opportunities for direct reports.
• Demand Forecasting: Anticipate customer demands/volumes and recommend changes to facilities and customer service operations to ensure service level agreements are met.
• Complaint Management: Manage customer complaints, including root cause investigation, resolution, and recommendations for improvement.
• Feedback System: Develop and implement a customer survey feedback system.
• Regulatory Compliance: Ensure compliance with regulations impacting the customer.

Knowledge & Experience

• Bachelors or Masters degree in business administration or a similar discipline.
• Minimum of 2-4 years’ experience in a similar field.
• Excellent interpersonal and communication skills.
• Passion for staying current with digital and technology trends.
• Detail-oriented with excellent communication skills.
• Adaptability to change priorities and openness to new ideas.
• Customer-focused approach.
• Strong time management, prioritization, and organizational skills.
• Proficiency in MS Office and relevant systems (e.g., Oracle).
• Ability to coach, mentor, and manage professionals.
• Strong problem-solving skills.
• Accuracy and attention to detail.
• Creativity and innovative thinking.
• Ability to coach, mentor, and manage professionals.
• Strong problem-solving skills.
• Accuracy and attention to detail.
• Creativity and innovative thinking.

About 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 Internal 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.