Senior Manager - Investor Value Add Services - Dubai Holding Real Estate

Job Purpose

JOB DESCRIPTION

The job holder will be responsible for the development and continuous improvement of investor relations activities; including fostering strong relationships with investors, enhancing communication and engagement and implementing strategies to deliver key service outcomes.

Key Accountabilities

• Oversee day-to-day operations of the Investor Relation department including working with a team of Investor Relations representatives to ensure that all customer/developer inquiries related to Value Added Services are handled in a timely and professional manner.
• Manage all aspects of the Company’s Investor Relations policies, objectives, and initiatives in line with the contractual obligations set out to include any value- added services, heights, mergers, and demergers; not limited to; any additional requests that may change from time to time.
• Govern investor relations and address contractual commitments/obligations by engaging in meaningful discussions, providing clarifications, and ensuring compliance with contractual terms to maintain a strong and transparent investor relationship.
• Review addendum agreements and liaise with key stakeholders to seek EMC (Executive Management Committee) approval on presentations and background summaries regarding investor portfolios whilst supporting the BD (Business development) and technical teams to execute these requests.
• Lead negotiations with customers and developers to provide commercial proposals for high-value value-added service requests, ensuring alignment with market feasibility and competitive landscape.
• Oversee and manage all customer service-related matters post-sales and across sales operations, covering the development, construction, and off-plan sales stages, to ensure investor excellence throughout the developer lifecycle with the master developer.
• Execute quality, process, and contact improvement strategies, collaborating cross-functionally with peers and leveraging multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to drive continuous enhancements.
• Act as the primary point of contact for investor relations, providing expert support in clarifying queries and resolving developer/customer issues while ensuring alignment with corporate governance frameworks, policies, procedures, and Delegation of Authority (DOA).
• Develop and maintain strong client relationships, delivering best-in-class solutions for customer inquiries and complaints by proactively engaging customers across multiple channels (chat, complaint monitoring, direct customer engagement, and feedback solicitation). Leverage agility as a core principle to ensure prompt and effective responses to evolving customer needs.
• Provide high quality and consistent customer service to address the investor’s needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.
• Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to investor/customer inquiries/complaints.
• Lead service quality audits by developing and implementing checklists and questionnaires, conducting on-site evaluations, analyzing data, and preparing comprehensive audit reports with actionable recommendations to enhance Investor Relations and address key service gaps in the Customer Service Center.
• Ensure continuous team development by keeping staff updated on company products, services, and verticals, enabling them to provide accurate, timely, and high-quality customer support.
• Prepare and present detailed monthly Investor Relations reports, summarizing key metrics such as remittance business volume, issue resolution rates, and trends in investor/customer concerns, providing data-driven insights for operational improvements.
• Monitor and analyze investor/customer data and trends, leveraging insights to identify service enhancement opportunities, drive strategic initiatives, and support decision-making.
• Collaborate with senior leadership to ensure investor relations strategies and customer service initiatives are aligned with corporate objectives, reinforcing a customer-centric approach that strengthens investor confidence and engagement.
  
  

• Bachelor’s degree in business management /Real-estate or Property Major (Valuations). Master’s degree preferred.
• Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) – preferred
• Minimum 10+ years of experience in customer service, customer relationship management, sales, or marketing, with at least 5+ years in a leadership/ management role.
  
  

• Proficiency in Ms. Office suite and software applications, including customer relationship management (CRM) systems, social media and email marketing platforms.
• Strong ability to assess business feasibility, margins, and pricing strategies for value-added services.
• Strong Leadership skills
• Expertise in evaluating market trends, customer demand, and competitive landscapes to develop high-value service offerings.
• Proven ability to negotiate commercial proposals with developers, customers, and key stakeholders to maximize revenue and profitability.
• Ability to conceptualize, develop, and implement new value-added services that align with customer needs and business objectives.
• Networking and relationship management
• Work under stringent deadlines and high-pressure environment and motivate others.
• Strong analytical skills
• Excellent communication, interpersonal and influencing skills
• Proven ability to develop and implement successful customer management strategies.
• Ability to work effectively with other senior leaders to achieve business objectives.