Senior Experience Manager - Signature Luxury Property Experience

Kaizen; Dubai; On-site; AED 180,000 - 250,000; Full time

Job summary

A leading real estate management company in Dubai is seeking a Senior Experience Manager to enhance the customer experience in premium branded buildings. The ideal candidate will have a strong background in hospitality and community management, with a proven track record in delivering operational excellence and superior resident satisfaction. Responsibilities include overseeing service providers, ensuring regulatory compliance, and driving sustainability initiatives. The role demands at least 5 years of relevant experience and a degree in Business Administration or related field.

Qualifications

• Bachelor's degree in Business Administration, Real Estate, or related field required.
• Minimum of 5 years of experience in owners association management is essential.
• Strong communication and interpersonal skills are critical.

Responsibilities

• Develop and implement strategies for exceptional living experiences.
• Oversee automation and process optimization across community management operations.
• Enhance resident satisfaction through community engagement initiatives.

Skills

Leadership in customer experience

Process improvement

Communication skills

Financial management

Knowledge of hospitality-driven service

Education

Bachelor's degree in Business Administration or related field

Master's degree (preferred)

Certification in property management

Tools

Property management software

Job description

KAIZEN is seeking an experienced Senior Experience Manager to lead and enhance the customer experience across our premium branded buildings and luxury communities. This role is ideal for a professional with a strong background in hospitality-driven service and community owners association management, capable of driving operational excellence and delivering superior resident satisfaction.

Key Responsibilities

• Customer Experience Leadership: Develop and implement strategies to deliver exceptional living experiences in branded buildings. Establish feedback mechanisms and community engagement initiatives to drive continuous improvement.
• Operational Excellence: Oversee automation, digitization, and process optimization across community management operations. Ensure efficient service delivery aligned with luxury standards.
• Service Provider Management: Lead the selection, evaluation, and performance monitoring of service providers, ensuring compliance with SLAs and quality expectations.
• Compliance & Regulatory Oversight: Ensure full adherence to RERA and industry regulations, conducting audits and maintaining all certifications and reports.
• Hospitality & Community Engagement: Enhance resident satisfaction through tailored programs that foster community engagement and a hospitality-first environment.
• Sustainability & Innovation: Implement energy efficiency initiatives and smart building solutions to reduce costs and support sustainability goals.
• Financial Oversight: Manage budgets effectively, optimize operational costs, and ensure timely payments while maintaining service quality.
• Team Leadership & Development: Mentor and guide Experience Managers and Associates, promoting a culture of continuous improvement and innovation.
• KAIZEN-Driven Improvements: Identify and implement process enhancements to reduce waste, improve service delivery, and increase operational efficiency.
• Reporting & Strategic Analysis: Prepare and present accurate reports on customer experience, operational performance, and financial metrics to senior management.

Qualifications

• Bachelor's degree in Business Administration, Real Estate, or a related field (Master's degree preferred).
• Proven experience in luxury branded buildings, hospitality, or community owners association management.
• Strong leadership and team development capabilities.
• Expertise in process improvement, digital tools, and smart building systems.
• In-depth knowledge of regulatory compliance and service provider management.
• Strategic, analytical, and results-driven mindset.
• Minimum of 5 years of experience in owners association management.
• Certification in property management or owners association management (e.g., CMCA, M100, PCAM).
• Strong knowledge of local laws and regulations related to owners' associations.
• Exceptional communication and interpersonal abilities.
• Proficiency in financial management and reporting.
• Commitment to sustainability and environmental stewardship.
• Technologically savvy with experience in property management software.