Manager - Relationship Management - Emirati

Manager - Relationship Management - Emirati

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Job Title: Manager - Relationship Management

Location: Dubai, UAE

Division: Commercial

Department: Customer Care

Reports to: Director - VIP Services

Salary: AED 40,000 - 43,000 per month

Job Purpose

The Manager - Relationship Management is responsible for overseeing VIP Services operations and ensuring the seamless delivery of exceptional, personalized experiences. The role involves leading a dedicated team, fostering strong relationships with high value clients, and upholding service excellence. This position also plays a key role in enhancing customer satisfaction, driving team development, and supporting overall business growth initiatives.

Key Responsibilities

• Lead, mentor, and coach the VIP Services team to achieve company goals and service excellence standards.
• Provide continuous feedback and support to drive team engagement, retention, and performance.
• Develop and maintain best practices and SOPs for VIP client interactions.
• Act as the main escalation point for VIP clients, ensuring seamless issue resolution.
• Build and nurture long term relationships with high net worth clients, property investors, and key stakeholders.
• Oversee client profiling to enable hyper personalized service delivery.
• Design and implement customized communication and service processes to enhance the VIP experience.
• Manage client journey mapping, CRM updates, and optimisation of service touchpoints.
• Monitor KPIs for service quality and team efficiency, driving continuous improvement.
• Handle high stakes negotiations and resolve service disputes, balancing client satisfaction with business objectives.
• Collaborate with cross functional teams (Sales, Legal, Operations, Marketing) to deliver tailored client solutions.
• Oversee property related client touchpoints such as inspections, snagging, and handovers.
• Resolve issues related to payments, documentation, and post handover concerns.
• Ensure adherence to SLAs, regulatory requirements, and corporate governance standards.
• Track and improve customer satisfaction scores (target 8+ index).
• Generate reports on client feedback and service performance to identify trends and improvement areas.
• Maintain confidentiality and discretion with elite client information.
• Identify training needs and conduct regular workshops to elevate service delivery standards.

Qualifications & Experience

• Bachelor's degree in Business, Real Estate, Hospitality, or related field (Master's preferred).
• 6+ years of experience in luxury real estate, high end customer service, or VIP relationship management.
• Proven experience in leading high performing teams of Relationship Managers.
• Strong understanding of luxury property transactions and HNWI client expectations.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency in CRM systems, customer journey mapping, and service optimisation.
• Analytical and strategic thinking abilities with data driven decision making.
• Customer centric mindset and proactive approach to service improvement.
• Exceptional organisational, multitasking, and problem solving skills.
• Adaptability and composure in dynamic and high pressure environments.

Core Competencies

• Execution & Delivery: Ensures operational excellence and results driven performance.
• Accountability: Takes ownership of outcomes and responsibilities.
• Teamwork & Collaboration: Fosters trust and works effectively across teams.
• Effective Communication: Communicates clearly, timely, and constructively.
• Innovation: Encourages creativity and seeks new opportunities for improvement.
• Customer Service Orientation: Anticipates and responds to client needs with long term relationship focus.

Seniority Level

Mid Senior level

Employment Type

Full time

Job Function

Management

Industries

Real Estate, Retail Luxury Goods and Jewelry, and Hospitality

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