Manager - Relationship Management

Dubai, United Arab Emirates

Lead, mentor, and coach the VIP services team, ensuring alignment with company goals and service excellence standards.
Provide continuous performance feedback, coaching, and support for the team to drive high engagement and retention.
Develop and maintain a repository of best practices and SOPs for handling VIP customer interactions.
Act as the primary escalation point for VIP clients, ensuring seamless resolution of concerns, inquiries, and service requests.
Build and maintain long-term, trust-based relationships with high-net-worth individuals, property investors, and key stakeholders.
Oversee the development of detailed client profiles to enable hyper-personalized service delivery.
Design and implement customized processes and communication templates to enhance the VIP experience.
Create and manage end-to-end journey maps for VIP clients, capturing key interactions in CRM systems and optimizing touchpoints.
Monitor key performance indicators (KPIs) for service excellence and team effectiveness, ensuring continuous measurement and improvement of VIP service quality and operational efficiency.
Manage high-stakes negotiations on service disputes and contractual matters, balancing customer expectations with business interests to drive sustainable relationships.
Ensure operational excellence through strict adherence to governance frameworks, regulatory compliance, and service standards, mitigating risks and maintaining corporate integrity.
Work closely with cross-functional teams (Sales, Legal, Operations, and Marketing) to design tailored service solutions.
Ensure high-quality, proactive communication with VIP clients at every stage of the property transaction.
Oversee property inspections, snagging processes, and key handover schedules to ensure a seamless transition for VIP clients.
Address and resolve issues related to payments, property modifications, documentation delays, and post-handover concerns.
Ensure all service delivery aligns with Service Level Agreements (SLAs) and internal operational standards.
Monitor customer satisfaction metrics and implement strategies to maintain or exceed an 8+ satisfaction index score.
Generate reports and analyze data on VIP client interactions, feedback, and service performance to identify trends and areas for improvement.
Monitor key performance indicators (KPIs) and service metrics, using insights to enhance operational efficiency.
Initiate regular team meetings to discuss customer feedback, operational challenges, and performance insights.
Uphold the highest standards of discretion and confidentiality, safeguarding elite client information and reinforcing trust in all engagements.
Identify training needs and conduct workshops, training sessions, and external learning programs to enhance the team's ability to deliver premium client experiences.