customer service director

Supertech Group

<div>Do you want to love what you do at work? Do you want to make a difference, an impact, and transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?
If yes, then this is the job you are looking for , webook.com is Saudi&rsquo;s #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion in sales.
The Director of End-User Experience &amp; Care is responsible for designing and executing a comprehensive customer care strategy that drives satisfaction, loyalty, and advocacy across all user touchpoints. This leader will oversee the customer service function globally, build and manage a high-performing multi-market care team, and implement scalable systems that ensure seamless end-to-end experiences for every user interacting with webook.com &mdash; from booking to event day and beyond.
This is not a traditional &ldquo;support&rdquo; role. It&rsquo;s about building a world-class care ecosystem that turns every customer interaction into an opportunity to strengthen the brand and grow lifetime value.
Key Responsibilities:<ul>
<li>
Develop and execute a global end-user care strategy that aligns with webook.com&rsquo;s vision and customer promise.</li>
<li>Establish measurable care KPIs including CSAT, NPS, first-contact resolution, and response time.</li>
<li>Build a multi-market care framework that accounts for regional differences (language, culture, event type, payment behavior).</li>
<li>Collaborate with marketing, operations, and tech to design consistent customer journeys across web, app, and offline experiences.</li>
<li>Oversee daily operations of customer care teams (in-house and outsourced), ensuring 24/7 coverage where needed.</li>
<li>Lead the implementation of CRM and CX management platforms (e.g., Zendesk, Freshdesk, or Salesforce Service Cloud).</li>
<li>Define and document SOPs, SLAs, and escalation flows across all care channels (chat, email, social, call center, and on-ground event support).</li>
<li>Ensure all communication &mdash; automated or human &mdash; reflects webook.com&rsquo;s tone of voice and values.</li>
<li>Partner with Product, Design, and Marketing to analyze friction points across the user journey and implement improvements.</li>
<li>Use data analytics and customer feedback loops to influence product and policy decisions.</li>
<li>Design and oversee proactive support systems (FAQs, help centers, chatbots, AI assistants) that empower users to self-serve effectively.</li>
<li>Introduce VOC (Voice of Customer) programs to continuously gather and act on insights.</li>
<li>Recruit, train, and mentor a global customer care leadership team.</li>
<li>Build a service culture that celebrates empathy, problem-solving, and accountability.</li>
<li>Design quarterly CX training programs for all front-facing departments.</li>
<li>Promote a &ldquo;care is marketing&rdquo; philosophy &mdash; transforming every service interaction into a retention and upselling opportunity.</li>
<li>Establish dashboards to track CX metrics and trends across markets.</li>
<li>Report regularly to the COO and C-suite on insights, patterns, and actionable improvements.</li>
<li>Own the customer care budget and resource allocation strategy.</li>
<li>Collaborate with finance and product teams to quantify the ROI of customer satisfaction and retention initiatives.</li>
<li>Own the restructuring and modernization of the customer care infrastructure to transform customer interactions into a reliable, decision-grade intelligence engine for leadership.</li>
<li>Establish a robust CX data architecture across all care tools including Zendesk, Exacall, CRM, and any telephony or chat systems, ensuring accurate, consistent, and automated data capture.</li>
<li>Design and enforce standardized reporting frameworks covering case volumes, resolution drivers, escalation patterns, agent productivity, backlog health, and recurring customer pain points across markets.</li>
<li>Build executive-level dashboards that translate raw care data into clear insights for leadership, highlighting systemic issues, product gaps, operational bottlenecks, fraud patterns, and experience risks.</li>
<li>Ensure leadership has real-time and periodic visibility into customer sentiment trends, incident root causes, and operational performance without dependency on manual reporting.</li>
<li>Partner with Product, Tech, Marketing, and Operations to ensure customer care data directly informs roadmap prioritization, policy changes, and experience improvements.</li>
<li>Introduce advanced analytics and tagging methodologies to classify cases by intent, severity, and business impact, enabling proactive interventions rather than reactive support.</li>
<li>Hold full accountability for data accuracy, reporting quality, and insight relevance, ensuring customer care is treated as a strategic intelligence function, not a reactive service desk.</li>
</ul>
Requirements<ul>
<li>
Bachelor&rsquo;s degree in Business, Communications, or a related field (MBA preferred).</li>
<li>10+ years of experience in customer experience, service operations, or digital support leadership, preferably in e-commerce, ticketing, travel, or super-app environments.</li>
<li>Proven record of building and scaling multi-market care operations.</li>
<li>Strong understanding of CRM tools, AI chat systems, and customer data analytics.</li>
<li>Exceptional communication and people-leadership skills.</li>
<li>Fluency in English required; Arabic and/or French is a plus.</li>
<li>Passion for entertainment, travel, and creating memorable experiences.</li></ul></div>

Director of End-User Experience & Care

Dubai Holding

<div>
 
 
 About Dubai Holding Real Estate:
 
 
 
 
 
 
 Dubai Holding&rsquo;s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai&rsquo;s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centres, mosques, schools, supermarkets and landscaping.
 
 
 
 
 
 Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.
 
 
 
 
 
 
 About the Job:
 
 
 
 
 
 
 An opportunity has arisen for a
 
 Director - Residential Customer Care
 
 to join
 
 Dubai Holding Real Estate.
 
 The main duties and responsibilities of this role:
 
 
 
 
 <ul>
 <li>
 Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled in a timely and professional manner.
 </li>
 <li>
 Manage all customer service-related matters including after sales and sales operation as well as hand-over and beneficial occupation processes. Proactively address any community management challenges that may arise ensuring effective resolution and Customer satisfaction.
 </li>
 <li>
 Create and implement efficient and balanced workflows that maximize efficiency and produce high level of service quality and customer satisfaction, improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.
 </li>
 <li>
 Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitive processes aligned with business standards.
 </li>
 <li>
 Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.
 </li>
 <li>
 Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frame works, policies and procedures underpinned by DOA's (Delegation of Authority).
 </li>
 <li>
 Develop and implement strategies to improve customer satisfaction, loyalty, and retention including creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.
 </li>
 <li>
 Implement customer service and interaction policies, systems, initiatives, processes, and procedures to deliver the customer care strategy and achieve acceptable risk ratings for the Customer Service Centre in line with agreed SLA's (Service Level Agreements).
 </li>
 <li>
 Prepare feasibility studies and budgets, as required, for projects on a monthly and annual basis via the prepared business plan; forecast revenues and profitability by projecting varied business cases to be submitted.
 </li>
 <li>
 Actively pursue, establish, and foster excellent client relationships with the goal of providing best-in-class solutions to customer inquiries and complaints by proactively engaging with customers through various channels, including chat, complaint monitoring, engagement in customer conversations, and soliciting feedback. With agility as a core principle, ensure prompt and effective responses to customer needs.
 </li>
 <li>
 Provide high quality and consistent customer service to address the customers' business needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.
 </li>
 <li>
 Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to customer inquiries/complaints.
 </li>
 <li>
 Conduct service quality audits by developing suitable checklists and questionnaires, visiting individuals, and administering checklists and questionnaires, analyzing data and preparing audit reports with recommendations on ways of improvement for the Customer Service Center to ensure that the key gaps in customer services are identified and a suitable action plan is developed.
 </li>
 <li>
 Ensure the team are continually updated with Company products and services to provide accurate and timely information to customers.
 </li>
 <li>
 Manage and oversee the execution of pre- and post-handover activities across the company /community ensuring effective engagement and interaction with customers.
 </li>
 <li>
 Prepare and present monthly customer care reports summarizing the total volume of remittance business generated, number and type of problems reported from the customers and settled each month with data and insights about the operations.
 </li>
 <li>
 Monitor and analyze customer data and trends, using this information to identify areas for improvement and to inform decision-making.
 </li>
 <li>
 Work closely with other senior leaders to ensure that customer management activities are aligned with the company's overall goals and objectives.
 </li>
 </ul>
 
 
 
 
 
 About you:
 
 
 
 
 
 
 The ideal candidate for this position will have the following experience and qualifications:
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in business/ Marketing/ Communication Management. Master's degree preferred.
 </li>
 <li>
 Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred
 </li>
 <li>
 Minimum 8 to 10 years of experience in customer service, customer relationship management, sales, or marketing, with at least 5 years in a leadership or management role.
 </li>
 <li>
 Proficiency in Ms. Office suite and software applications, including customer relationship management (CRM) systems, social media and email marketing platforms.
 </li>
 <li>
 Ability to resolve customer complaints and develop strategies to improve customer satisfaction.
 </li>
 <li>
 Work under stringent deadlines and high-pressure environment and also motivate others.
 </li>
 <li>
 Strong analytical skills, interpersonal and influencing skills with versed communication skills in English and/ or Arabic. &middot; Proven ability to develop and implement successful customer management strategies.
 </li>
 <li>
 Ability to work effectively with other senior leaders to achieve business objectives.
 </li>
 <li>
 Excellent customer service skills, with a deep understanding of customer needs and expectations.
 </li>
 </ul>
 
 
 
 
 
 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 benefits 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.
 
</div>

Director - Residential Customer Care - Dubai Holding Real Estate

Grand City

Grand City is looking for a dynamic, customer-focused leader to head our Customer Services Department (CSD). The ideal candidate will be responsible for ensuring customer satisfaction, handling client queries, managing service teams, and maintaining a high standard of communication and relationship management with clients and residents.This role requires excellent leadership, communication, and problem-solving skills, along with the ability to manage a large customer base in a real estate or housing project environment.Key Responsibilities:<ul><li>Lead the Customer Services Department and oversee all client interactions and complaint handling.</li><li>Develop and implement customer service policies, SOPs, and quality standards.</li><li>Ensure timely resolution of customer queries, complaints, and requests.</li><li>Coordinate with sales, accounts, and technical teams to ensure smooth after-sales service.</li><li>Monitor and analyze customer feedback and satisfaction reports, suggesting improvements.</li><li>Train and mentor customer service staff to ensure professional and courteous communication.</li><li>Handle VIP / high-priority clients and ensure their concerns are addressed promptly.</li><li>Prepare monthly performance reports for management review.</li></ul>Requirements:<ul><li>Bachelor&rsquo;s or Master&rsquo;s degree in Business Administration, Management, or a related field.</li><li>8&ndash;12 years of experience in Customer Service or Client Relations (preferably in real estate, housing, or corporate setup).</li><li>Strong leadership, interpersonal, and problem-solving abilities.</li><li>Excellent verbal and written communication skills in English and Urdu.</li><li>Ability to manage high-pressure situations and maintain professionalism.</li></ul>Benefits:<ul><li>Market-competitive salary</li><li>Professional and growth-oriented environment</li><li>Transport and other facilities as per company policy</li></ul>Job Type: Full-timeWork Location: In personJob Type: Full-timeWork Location: In person

CSD Head Of Department

Circles

<div>
 
 
 About Us
 
 
 
 Founded in 2014,&nbsp;Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.
 
 
 &nbsp;
 
 
 Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&amp;), AT&amp;T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.
 
 
 &nbsp;
 
 
 Besides its SaaS business, Circles operates three other distinct businesses:
 
 
 &nbsp;
 
 <ul>
 <li>
 Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles&rsquo; SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
 </li>
 </ul>
 
 &nbsp;
 
 <ul>
 <li>
 Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
 </li>
 </ul>
 
 &nbsp;
 
 <ul>
 <li>
 Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.
 </li>
 </ul>
 
 &nbsp;
 
 
 Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 About the Role
 
 
 
 &nbsp;
 
 
 We are seeking a results-driven, customer-obsessed leader to build and scale the Customer Service &amp; Operations function for a newly launching digital telco brand in the MENA region. This is a foundational leadership role responsible for delivering exceptional customer experiences, driving operational rigor, and embedding customer-centricity into every part of the business.
 
 
 The ideal candidate brings deep experience in CX strategy, digital operations, and service design, with a proven track record of leading high-performing teams in fast-paced digital consumer or B2C telco environments.
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 What you will be doing
 
 
 
 &nbsp;
 
 <ul>
 <li>
 
 
 Lead end-to-end Customer Operations:
 
 
 Oversee the full customer lifecycle, from onboarding to issue resolution, ensuring every customer touchpoint is optimized for speed, simplicity, and satisfaction.
 </li>
 <li>
 
 
 Design and scale service models:
 
 
 Design scalable, digital-first service operations leveraging chatbots, AI-assisted support tools, self-service journeys, and CRM platforms to reduce customer friction and increase resolution rates.
 </li>
 <li>
 
 
 Deliver on key customer metrics:
 
 
 Drive measurable improvements in CSAT, NPS, TAT, first-contact resolution and other customer metrics, ensuring alignment with business KPIs / OKRs
 </li>
 <li>
 
 
 Operational transformation:
 
 
 Collaborate with the Circles Digital Advisory &amp; Support Services (&ldquo;DASS&rdquo;) Customer Services &amp; Operations teams to design and implement policies, processes and controls that improve service delivery, while management vendor performance, SLAs and compliance standards; as well as delivering on key CX transformation initiatives
 </li>
 <li>
 
 
 Cross-functional collaboration:
 
 
 Collaborate closely with the country operations team to ensure seamless execution of service initiatives and customer-impacting programs
 </li>
 <li>
 
 
 Build and lead a high-performing team:
 
 
 Recruit, mentor, and empower a lean, agile operations team that thrives on data, accountability and efficiency-first thinking
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 What we are looking for
 
 
 
 &nbsp;
 
 <ul>
 <li>
 15+ years of leadership experience in customer service, CX, and operations within consumer-facing (B2C) industries, such as telecom, fintech, e-commerce, or digital tech
 </li>
 <li>
 Proven success leading large, distributed teams (25+ FTEs and / or BPO agents) across operational and customer support functions
 </li>
 <li>
 Strong understanding of CX lifecycle management and success in improving customer satisfaction
 
 (NPS, CSAT, CES)
 
 through both strategy and execution
 </li>
 <li>
 Demonstrated ability to manage complex programs, large-scale transformation projects, and third-party service/vendor ecosystems
 </li>
 <li>
 Excellent stakeholder management and communication skills, with demonstrated ability to manage senior stakeholders
 </li>
 <li>
 Experience designing and managing AI-enabled service journeys, automation tools, and digital support platforms strongly preferred
 </li>
 <li>
 Ability to thrive in high-growth, fast-paced environments with a startup mindset strongly preferred
 </li>
 <li>
 Deep operational mindset with experience in LEAN / Six Sigma or other continuous improvement frameworks strongly preferred
 </li>
 <li>
 Prior experience in the MENA region and knowledge of local consumer dynamics and habits is strongly preferred
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.
 
 
 &nbsp;
 
 
 To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.
 
 
 &nbsp;
 
 
 Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.
 
</div>

Head of Customer Service & Operations, Digital Brand (MENA)

The Hanover Insurance Group

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.
 
Our Personal Lines Operations team is hiring an AVP, Customer Service Center to join our growing team in our Worcester, MA or Howell, MI office, in a hybrid work arrangement.
 This is a full time, exempt position.
 
POSITION OVERVIEW: 
The Personal Lines Customer Service Center (CSC) supports enrolled agencies by servicing customer accounts on their behalf—handling 350K+ annual sales and service interactions across an $800M+ book of enrolled premium. We live our vision: In every interaction, we deliver on our promises by being a trusted team that makes a meaningful difference in the lives of others.
 This is an exciting opportunity to lead the people, strategy, and future of our Personal Lines Customer Service Center (CSC). As AVP, you will shape enrollment growth, performance excellence, and service delivery strategies that empower partner agents and delight customers. This role is about building careers, driving innovation, and creating a culture of success. Collaboration across Personal Lines and Commercial Lines teams is essential for seamless service and operational excellence.
 This position is about shaping the future of customer service in Personal Lines. You’ll influence strategy, inspire teams, and make a measurable impact on growth and customer satisfaction. If you thrive in a fast-paced, collaborative environment and love building high-performing teams, this is your chance to lead with purpose.
 
IN THIS ROLE, YOU WILL: 
Growth & Service Strategy
 <ul>
<li>Lead strategy development and execution to grow enrollments and enhance service delivery.</li>
<li>Promote a flexible, responsive operating model for timely, high-quality service.</li>
<li>Innovate processes for rapid response to agent, field, and compliance needs.</li>
<li>Use cost-benefit analysis to prioritize programs and allocate resources effectively.</li>
<li>Build strong partnerships and champion cross-functional collaboration.</li>
<li>Serve as a trusted resource for teams and leadership; lead initiatives supporting business and financial goals.</li>
</ul>
Driving Performance
 <ul>
<li>Monitor volume and business plans; make proactive staffing recommendations.</li>
<li>Leverage technology and talent strategies to boost efficiency and scalability.</li>
<li>Oversee workflows to ensure best-in-class response times and quality.</li>
<li>Drive continuous improvement to reduce expense and increase responsiveness.</li>
<li>Coordinate shared resources (Analysts, Training, QA, Finance, Technology).</li>
<li>Communicate performance results and key issues to senior leadership.</li>
</ul>
People Leadership
 <ul>
<li>Lead a diverse team of 100+ professionals across multiple roles.</li>
<li>Develop future leaders through succession planning and coaching.</li>
<li>Make strategic hiring decisions and inspire high performance.</li>
<li>Set cascading goals, deliver reviews, and create development plans.</li>
<li>Recommend salary adjustments tied to individual performance.</li>
</ul>
WHAT YOU NEED TO APPLY: 
<ul>
<li>Bachelor’s degree; 10+ years of leadership in insurance or risk operations. Expertise in contact/call center management, underwriting, or process oversight preferred.</li>
<li>Skilled in project/program management and process design for scalable growth.</li>
<li>Ability to interpret and reconcile complex data; experience with Power BI or similar tools.</li>
<li>Proven ability to develop managers into leaders and guide cross-functional teams.</li>
<li>Exceptional written, verbal, and presentation skills; adept at negotiating and influencing.</li>
<li>Confident in leading change and managing ambiguity with strategic agility.</li>
<li>Balances multiple priorities while ensuring consistency and integrity across operations.</li>
</ul>
CAREER DEVELOPMENT: 
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
 
BENEFITS: 
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
 
Benefits include: 
<ul>
<li>Medical, dental, vision, life, and disability insurance</li>
<li>401K with a company match</li>
<li>Tuition reimbursement</li>
<li>PTO</li>
<li>Company paid holidays</li>
<li>Flexible work arrangements</li>
<li>Cultural Awareness Day in support of IDE</li>
<li>On-site medical/wellness center (Worcester only)</li>
<li>Click here for the full list of Benefits</li>
</ul>
EEO statement: 
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
 
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
 
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.
 
Privacy Policy: 
To view our privacy policy and online privacy statement, click here.
 
Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.
 
Compensation: 
The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.

AVP, Customer Service Center (HYBRID)

Chronos Consulting

Overview Non-Executive Director (Non Exec, NED) is required for a software-as-a-service (SaaS) software, IT Company based locally and with a sales office in the US. With a strong sales pipeline and existing customers already established the company is looking to achieve revenue growth in . Our client is looking for a Non-Executive Director who is interested in investing and able to contribute to the continued growth of the company with specific expertise in : IT / software companies who have clients in corporate organisations and / or major hosting and managed service providers; experience of an international software business and developing international distribution and partner channels; implementation of customer service and technical support operations in primarily a partner channel model; proven record of successfully growing & exiting from a software / IT business. The Non-Executive Director will be encouraged to become a shareholder in the Company to align the incoming Non Exec's interest with that of the existing Directors who are all shareholders.

Non-Executive Director Software / IT Dubai

Dubai Holding Asset Management

The role holder is responsible for working closely with the Director - Property Management to manage the property management activities for the residential portfolio in order to ensure that all residential projects meet their objectives to maximize revenues whilst reducing costs. The role holder supports the Director - Property Management with day to day activities of the department to ensure higher level of customer satisfaction and profitability for the business. Responsibilities <ul><li>Customer Relationship Management <ul><li>Follow up, address and resolve tenants' complaints and keep updated records as appropriate.</li><li>Oversee the coordination provided between tenants and FM team for move-in and move out process.</li><li>Ensure violations within the community are identified and violation / breaches notices are issued, and records are maintained to ensure that the community rules are followed.</li><li>Coordinate with tenants to provide access as required for maintenance and repair work.</li><li>Ensure circulars and notices to are sent to tenants in a timely fashion.</li><li>Accompany RDC team during evictions of tenants from the premises / units when required.</li><li>Handle escalated negotiation discussions of renewal rates with key tenants and obtain approvals as per DOA.</li><li>Ensure that all deferral requests are attended to and coordinate with internal departments to obtain approvals as per DOA.</li><li>Ensure that all documents are filed as per process as well as CRM system is updated regularly.</li></ul></li><li>Community Management <ul><li>Conduct community aesthetic inspection on a regular basis (day and night) to ensure it is maintained as per agreed policies, procedures and guidelines. Coordinate with internal departments to ensure the upkeep of the community as and when required.</li><li>Ensure that the team raises and records any snags identified during the inspection and follow up with relevant department until issues are closed.</li><li>Identify possible area / ideas to enhance community to provide better customer experience.</li><li>Identify, evaluate and propose additional revenue generation opportunities from the assets.</li><li>Assist the Director - Property Management, and FM teams to select the service providers and coordinate with the FM department to evaluate their performance against SLAs. Assist the FM team with SLA / KPI scoring of the service providers.</li><li>Identify and highlight HSE risks to the relevant teams and ensure that they are addressed in a timely manner.</li><li>Monitor performance and highlight any issues with value added services providers.</li><li>Monitor and audit the performance of FM team, to highlight any shortfalls from the team that may affect customer satisfaction.</li><li>Update community guidelines, rules and regulations in consultation with the Director - Property Management.</li><li>Support the Leasing team to ensure unit readiness for prospect tenants' viewings and move in.</li><li>Inspect and ensure that community facilities are always in good working condition.</li><li>Coordinate with Authorities / Third parties and service providers for any events / emergencies in the community.</li><li>Make sure incident reports are issued and followed up with concerned departments to close the report in a timely manner.</li></ul></li><li>Inter Department Coordination <ul><li>Manage internal departments (HSE / FM etc.) performance against the set SLAs.</li><li>Make sure that the OPEX budget is utilized appropriately and not exceeded.</li><li>Ensure that RDC cases are filed on time and as per the set KPI in coordination with the Rent Dispute Management team.</li><li>Support leasing and renewals team with pricing, and work on tenant retention schemes.</li><li>Work with IT to enhance the APP, Yardi, other systems to enhance efficiency and customer satisfaction.</li><li>Keep abreast about the new real estate laws and regulation of the country and keep documents for reference to provide information and inputs to the Director - Property Management for making sound decisions and judgments.</li><li>Highlight any operational/ organizational risks along with mitigation plan.</li><li>Prepare customer satisfaction enhancement plan in coordination with the Director - Property Management based on Customer Service Report.</li></ul></li><li>Reporting and Auditing Support <ul><li>Prepare reports to provide the manager with timely information to aid review of the property management activities and performance.</li><li>Support management to facilitate the internal and external audits related to area of responsibility and if required provides reports to support the audit process.</li><li>Prepare customer satisfaction enhancement plan based on Customer Service Report.</li></ul></li><li>People Management <ul><li>Provide leadership within the function, setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal - in order to maximize subordinate and departmental performance in the pursuit of the Department's objectives.</li><li>Build and promote an organization culture that encourages innovation and reward performance that leads to enhanced staff motivation and retention.</li><li>Bachelors' degree in Business Administration, or similar</li></ul></li></ul> Experience and Qualifications <ul><li>Minimum 8 years of experience in a similar role with at least 4 years at a senior managerial level.</li><li>Middle East experience is preferred.</li><li>Knowledge of applicable UAE laws and RERA regulations</li><li>Excellent business developments skills</li><li>Advanced analytical skills</li><li>Advanced planning and organizing skills.</li><li>Customer relations and service orientation skills.</li><li>Financial acumen and business outlook.</li><li>Communication & networking skills with the ability to interact at all levels.</li><li>Excellent written and oral English communication skills. Arabic will be preferred.</li></ul> Seniority level <ul><li>Mid-Senior level</li></ul> Employment type <ul><li>Full-time</li></ul> Job function <ul><li>General Business</li></ul>

Senior Manager Property Management

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