Job Title: Assistant Manager - Relationship Management
Location: Dubai, UAE
Reporting to: Manager Relationship Management
We are seeking an experienced Assistant Manager - Relationship Management to manage high-profile client experiences and ensure excellent service standards. The role involves handling VIP customer requests, building strong relationships, and delivering personalized experiences across the company ecosystem.
Key Responsibilities:
Build and maintain long-term relationships with high-value clients, serving as their primary point of contact.
Develop 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 property inspections, snagging processes, and key handover schedules.
Address and resolve issues related to payments, documentation delays, property modifications, and handover concerns.
Collaborate with Legal, Finance, and Operations teams to ensure smooth transactions and handovers.
Proactively communicate with clients to prevent escalations and enhance the overall VIP experience.
Identify opportunities for process improvements, personalized engagement, and operational efficiencies.
Key Performance Indicators:
Build trust and maintain long-term relationships by delivering exceptional experiences.
Achieve a customer satisfaction index score of 8 or higher.
Secure Expressions of Interest (EOI) from 5% of assigned customers for new launches annually.
Drive at least 1% of assigned customer referrals for new sales.
Increase the total lifetime value of at least 5% of assigned customers over two years.
Qualifications and Skills:
Bachelor’s degree in Business Management, Real Estate, Hospitality, or a related field; Master’s degree preferred.
Minimum 2-4 years of experience in customer service management, particularly with 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.
Proficiency in CRM tools and data-driven customer engagement strategies.
High proficiency in English (written and verbal) and native language verbal proficiency.
Valid UAE Passport
Core Competencies:
Result-oriented with a focus on operational excellence.
Accountability and ownership of responsibilities.
Teamwork and collaboration across functions.
Effective communication and feedback skills.
Innovation and customer service orientation.