Assistant Manager - Relationship Management - Dubai Holding Real Estate UAE National

Job Description

Assistant Manager - Relationship Management - Customer Care - Dubai Holding Real Estate

Job Purpose

The Job holder will be responsible for the management of high-profile client experiences by ensuring excellent service standards. Provide support in handling VIP customer requests across the Company ecosystem, help build strong relationships and contribute to delivering personalized experiences.

Key Accountabilities

• Build and maintain long-term relationships with high-value clients, serving as their primary point of contact.
• Develop and maintain detailed customer profiles to personalize services and anticipate client needs.
• Regularly engage with VIP clients to understand expectations, offer tailored solutions, and enhance satisfaction.
• Ensure all interactions adhere to Service Level Agreements (SLAs), delivering consistent and high-quality service.
• Oversee and coordinate property inspections, snagging processes, and key handover schedules.
• Address and resolve issues related to payments, documentation delays, property modifications, and handover concerns.
• Proactively communicate with clients before issuing legal notices for overdue payments or property terminations.
• Work closely with Legal, Finance, and Operations teams to ensure a smooth transaction and handover process.
• Handle inquiries and concerns promptly, ensuring client satisfaction and retention.
• Follow up on overdue payments, ensuring timely settlements within agreed timelines.
• Provide proactive, solution-oriented communication to prevent escalations and enhance the overall VIP experience.
• Work closely with internal teams (Sales, Legal, Operations, and Customer Experience) to ensure a seamless service journey.
• Identify opportunities for process improvements, personalized engagement, and operational efficiencies.
  
  

• Bachelor’s degree in business management; Real Estate, hospitality or a related field. Master’s degree preferred
• Advance diploma in customer relationship management / Certificate in customer relationship management – Preferred.
• Minimum 2-4 years in customer service management, particularly with a focus on high-value or VIP customer segments, preferably within the real estate or luxury service industry.
  
  

• Strong understanding of real estate transactions, property handovers, and high-value customer service operations.
• Proven ability to handle high-net-worth clients, resolve issues efficiently, and drive customer loyalty.
• Excellent communication, problem-solving, and stakeholder management skills.
• Experience with CRM tools and data-driven customer engagement strategies.
• Be able to build rapport and effectively communicate with clients and team members.
• Exceptional problem-solving and conflict resolution abilities
• Proactive and customer-centric mindset
• Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and handle multiple responsibilities.
• Adaptability and flexibility to work in a dynamic and fast-paced environment.
• Excellent negotiation skills
• Attention to detail
• Knowledge of product and services offerings, marketing campaigns etc.
• High proficiency in English, both written and verbal, is mandatory.
• High verbal proficiency in native language is mandatory.