Senior Manager - Customer Experience - Dubai Holding Real Estate

Job Description

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 designing and executing a high-touch service strategy tailored to high-value clients. This role focuses on curating exclusive benefits programs, ensuring personalized engagement, and driving customer loyalty through exceptional experiences. Oversee VIP client relationships, premium service initiatives, and cross-functional collaboration to enhance overall customer satisfaction. The main duties and responsibilities of this role:

• Develop and implement a VIP customer experience strategy that reflects the organization's values and meets the expectations of high-value clients enhancing satisfaction and loyalty.
• Develop and implement an exclusive VIP benefits program that enhances loyalty and customer engagement. Continuously evaluate program effectiveness and introduce enhancements to maximize customer satisfaction.
• Design tiered VIP membership levels (Platinum, Gold, Silver, etc) based on customer spending, engagement, and tenure, ensuring each level offers increasing value and incentives.
• Curate personalized rewards, privileges, and experiences that are tailored to the unique preferences of each VIP client, elevating their overall engagement with the brand.
• Regularly assess customer feedback and satisfaction metrics to continuously enhance program offerings, ensuring the VIP experience stays relevant and compelling.
• Oversee and manage personalized gifting initiatives for key occasions such as birthdays, anniversaries, and holidays, ensuring each VIP receives thoughtful and meaningful gifts.
• Plan and execute exclusive VIP events and curated experiences such as private previews, luxury hospitality, and networking meetups.
• Provide VIP clients with priority access to concierge services for travel, lifestyle, and premium brand collaborations, ensuring exceptional, hassle-free experiences.
• Drive excellence in service delivery across all touchpoints in compliance with Service Level Agreements (SLAs), maintaining the highest standards of customer service at every interaction.
• Implement initiatives to maintain or exceed a customer satisfaction index score of 8+, ensuring that VIP clients consistently have positive experiences with the brand.
• Drive a culture of excellence by mentoring and training customer service teams on personalized engagement strategies.
• Regularly analyze and report on the effectiveness of the VIP benefits program, using data-driven insights, ensuring continuous improvement and alignment with client needs.
• Work closely with Marketing, Sales, Operations, and Product teams to align the benefits program with business goals.
• Leverage CRM tools and data analytics to refine offerings and create highly personalized experiences.
• Identify customer trends and provide strategic recommendations for optimizing VIP engagement.

About you:

• Bachelor's degree in business/ hospitality/ customer experience or a related field.
• Relevant Customer Experience (CX) Certifications - preferred
• Min 6-8 years of experience in customer experience management, with a strong focus on luxury services or VIP client relations.
• Proven experience in sectors such as luxury hospitality, aviation, real estate, high-end retail, or premium concierge services, demonstrating a deep understanding of delivering exceptional experiences for high-net-worth individuals.
• Experience using CRM platforms and customer analytics tools to drive engagement strategies.
• Strong understanding of customer engagement, loyalty programs, and high-touch service strategies.
• Expertise in curating loyalty and benefits programs for high-value clients.
• Strong relationship management, problem-solving, and analytical skills.
• Strong interpersonal and communication skills
• Be able to build rapport and effectively communicate with clients and team members.
• Proactive and customer-centric mindset
• Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and handle multiple responsibilities.
• Strong ability to identify emerging customer trends and provide strategic recommendations for enhancing VIP engagement and program effectiveness.
• Adaptability and flexibility to work in a dynamic and fast-paced environment.
• Be able to develop customer relationships and expand the customer base.

About the Benefits:

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.