Senior Experience Manager - Signature Luxury Property Experience

Kaizen Asset Management Services; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A premium asset management firm in the United Arab Emirates is seeking a Senior Experience Manager. This role is pivotal in leading and enhancing the customer experience across luxury communities. The ideal candidate has 5+ years in owners association management, a Bachelor’s or Master’s degree, and a strong focus on operational excellence and team leadership. This position involves compliance oversight, budget management, and delivering strategic improvements for enhanced living experiences.

Qualifications

• 5+ years of experience in owners association management.
• Certification in property management or related (e.g., CMCA, M100, PCAM).
• Strong knowledge of local laws and regulations.

Responsibilities

• Develop and implement strategies for exceptional customer experiences.
• Oversee automation and process optimization in community management.
• Lead the evaluation and performance monitoring of service providers.
• Ensure compliance with RERA and conduct necessary audits.
• Enhance resident satisfaction through tailored community programs.
• Manage budgets and operational costs effectively.

Skills

Leadership in customer experience

Operational excellence

Service provider management

Regulatory compliance knowledge

Financial management

Communication abilities

Education

Bachelor's degree in Business Administration or related field

Master's degree

Tools

Property management software

Job description

Job Overview

KAIZEN is seeking an experienced Senior Experience Manager to lead and enhance the customer experience across our premium branded buildings and luxury communities.

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.