Manager – Community Management (National Talent) – D/Quarters – TECOM Group – Dubai Holding Asset Management

Manager – Community Management (National Talent) – D/Quarters – TECOM Group – Dubai Holding Asset Management

About TECOM Group – Dubai Holding Asset Management:

TECOM Group PJSC, a Dubai Financial Market-listed company, which has been developing and operating strategic, sector-focused business districts across Dubai since 1999. The TECOM Group portfolio consists of 10 business districts catering to six vital knowledge-based economic sectors, including design, education, manufacturing, media, science, and technology.

The 10 business districts are: Dubai Internet City, Dubai Outsource City, Dubai Media City, Dubai Studio City, Dubai Production City, Dubai Knowledge Park, Dubai International Academic City, Dubai Science Park, Dubai Industrial City and Dubai Design District (D3).

About the Job:

An opportunity has arisen for a Manager – Community Management to join TECOM Group . The main duties and responsibilities of this role:

• The role holder is responsible for overseeing the end-to-end operations of the co-working space, ensuring seamless management of on-site facilities and the development of value-added initiatives to enhance the overall customer experience.
• In addition, the role provides operational and coordination support to the Programs and Events team, contributing to the effective planning and execution of events.
• The role holder will also be accountable for optimizing resource allocation and defining operational processes to ensure the efficient delivery of day-to-day activities, with a strong focus on creating an exceptional member experience

Support with Strategy / Budgeting / Plans

• Support the Head of Co-working space in developing the overall strategy and plan for the Co-working space by providing inputs on the operational aspects for running smooth co-working space operations throughout the year.
• Develop the requisite budget for smooth operations of the co-working space in conjunction with the Head of the Co-working space and seek necessary approvals as per the DoA.
• Support the Head in developing KPIs and targets for the function in line with the overall targets and KPIs for the co-working space.
• Work closely with the Head to optimize the operational efficiency for the Co-working space.
• Manage operational plans for the department in line with the approved budgets, and policies and maintain cost efficiency in all operations to maximize profitability through maximization and utilization of resources to obtain high level of productivity.
• Ensure compliance with policies, processes, procedures and practices followed by departmental staff to fulfil the business objectives.
• Oversee and lead the daily operations of the function, analyse workflows, establish priorities, develop standards and set deadlines in order to achieve the department objectives.

Front Desk, Registrations & Mail Room

• Ensure the front desk / reception desk is always manned, calls are attended, and customers are guided, and their queries answered, and issues resolved promptly.
• Guide the team in screening, shortlisting applicants based on pre-defined selection, advancing applicants through the freelance process and in responding to member queries.
• Oversee the incoming mails / messengers and ensure they directed to the right individuals in a timely manner.
• Ensure all registration applications are collected promptly and documents are checked for accuracy and completion before they are sent for further processing. Oversee the coordination with AXS for prompt processing of member applications and ensure members are kept informed with regular updates.
• Lead and manage the performance of the team to achieve and maintain consistently high levels of customer satisfaction through establishment and communication of quality standards and high levels customer service levels.

Building Operations

• Inspect the allocated premises and ensure that the facilities and services are in line with the member needs and expectations and as per compliance with terms of agreement.
• Support the corporate HSE & FM in ensuring compliance to all relevant Quality and Health Safety and Environmental (HSE) management policies, procedures, standards and controls to guarantee employee safety, legislative compliance, delivery of high-quality products/services and a responsible environmental attitude.
• Develop and the maintain the room booking system for the facilities including meeting / conference rooms, studios and other facilities etc.
• Work in close collaboration with Group IT and Facilities management team to ensure periodic maintenance of the space and proposed enhancements are duly communicated.
• Monitor the performance of facility management suppliers to ensure that the relationship is fostered and developed, and the appropriate level of external services are obtained to the best advantage of the company.
• Ensure business partners are provided with adequate support with respect to IT equipment installation, troubleshooting etc. for conducting uninterrupted business activities. e.g. control system of the conference hall, projectors, etc.

Business Development and Programming & Events Support

• Oversee to ensure the Programming & Events function is supported with all aspects of operations for events.
• In coordination with the Business Development team, review member profiles to ensure completeness of member profiling, state of business maturity and requirements to anticipate future needs.

Relationship Management

• Conduct regular formal and informal meetings with stakeholders and members to discuss their expectations and materialize their feedback through specific enhancements and initiatives to achieve overall customer satisfaction.
• Research and pursue collaborations with key industry players and high-profile individuals based on input and feedback from the community.

Reporting and Continual Improvement

• Develop and implement KPI’s and reporting structure for the operations function and make sure that goals are met by regular meetings and reporting processes.
• Provide periodic reports to the Management to ensure regular activity reports & analysis covering the operational activities, % retention, TAT on customer queries, member feedback is prepared and shared with the right stakeholders.
• Monitor and review survey results and feedback from members, visitors etc. in order to capture inputs for future plans to enhance the satisfaction level and services.
• Lead the development and implementation of systems and processes to ensure the coworking space operates as a world class facility.
• Identify process and operational inefficiencies and address them continuously to deliver better value to members and business partners.
• Contribute to the development and implementation of ‘best-in-class’ processes including external benchmarking, reviewing, and drafting new processes to cater to a range of initiatives.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor’s degree in Business Administration, Hospitality, or related field with a minimum of 8 years’ experience in workplace operations, ideally within the Middle East.
• Possesses strong knowledge of the local corporate and cultural environment, with proven ability to deliver exceptional customer experiences.
• Highly organized problem solver with expertise in planning, sustainability practices, and resource management.
• Demonstrates integrity, professionalism, and adaptability in dynamic environments, complemented by strong interpersonal, communication, and relationship-building skills.
• Results-oriented, with advanced proficiency in Microsoft Office and project management tools.
• Fluent in English; Arabic is an advantage.

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team and enjoy a comprehensive benefit package that includes competitive compensation, career development opportunities, and a collaborative work environment. 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.