Assistant Manager - Relationship Management - UAE National

Client of AW Connect

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.