Soft Services Manager

Location UAE

Working Location Category Based

About Us

Macro is a trusted global facilities management and workplace partner, delivering integrated FM, workplace experience, consultancy, and technology solutions across some of the world's most prestigious and complex environments. Our focus is on creating exceptional workplaces through operational excellence, innovation, and sustainable asset management.

We are driven by a commitment to excellence in everything we do. Our values — Drive for Better, Delight Customers, Do What's Right, and Develop People — shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.

Join our team to contribute to an organisation that prioritises innovation, operational excellence, and customer experience. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.

About The Role

An exciting opportunity exists to join Macro's Managing Agent team supporting a flagship corporate headquarters environment in Dubai.

The Soft Services & Workplace Experience Manager will be responsible for leading all soft services, workplace experience, hospitality, concierge, front-of-house, and customer-facing operations across a premium headquarters environment. Working within a governance-led Managing Agent model, the role will coordinate and performance-manage multiple service providers, ensuring exceptional workplace standards, executive readiness, and customer experience.

The successful candidate will work closely with client stakeholders, service providers, and internal operational teams to ensure that the highest standards of presentation, hospitality, service quality, and operational performance are consistently achieved.

Key Responsibilities

Workplace Experience & Hospitality

• Lead workplace experience and hospitality operations across the headquarters environment.
• Ensure executive offices, meeting rooms, front-of-house areas, and customer-facing spaces are maintained to the highest standards.
• Manage meeting room readiness, event support, hospitality services, and VIP visit coordination.
• Support workplace experience initiatives that enhance employee and visitor satisfaction.
• Drive continuous improvement of workplace presentation standards.
  
  

• Manage all soft service providers including cleaning, hospitality, concierge, waste management, landscaping, pest control, and specialist vendors.
• Monitor supplier performance against agreed KPIs and SLAs.
• Conduct routine inspections, audits, and service reviews.
• Develop corrective action plans and service improvement initiatives.
  
  

• Develop strong relationships with client stakeholders.
• Act as a key escalation point for workplace experience and soft services matters.
• Support governance meetings and operational reviews.
• Deliver operational reporting and service performance updates.
  
  

• Conduct routine quality inspections and workplace walkthroughs.
• Ensure compliance with health, safety, environmental, and operational standards.
• Support mobilisation activities, events, and special projects.
• Drive service innovation and continuous improvement initiatives.
  
  

• Experience managing soft services within premium corporate headquarters, banking, hospitality, aviation, or commercial tower environments.
• Strong workplace experience and hospitality background.
• Proven supplier and contractor management experience.
• Experience supporting executive and VIP environments.
• Strong stakeholder engagement and customer service skills.
• Experience managing KPI and SLA frameworks.
• Excellent communication and leadership capabilities.