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Experience
6 - 12 Years
Job Location
Education
Bachelor of Business Administration
Nationality
Any Nationality
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- 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.
Desired Candidate Profile
- Bachelor’s degree in Business, Real Estate, Hospitality, or a related field. Master’s degree preferred
- Advance diploma in customer relationship management / Certificate in customer relationship management – Preferred
- Min 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 knowledge of luxury property transactions, high-net-worth client expectations, and premium service standards.
- Excellent leadership, communication, problem-solving, and stakeholder management skills.
- Experience Proficient with CRM systems, customer journey mapping, and service optimization strategies.
- Exceptional communication, interpersonal, and problem-solving skills.
- Adaptability to manage diverse client needs, high-pressure situations, and dynamic team environments.
- Strong leadership and team management abilities with a focus on training and performance enhancement.
- Strategic thinking with the ability to analyze data, identify trends, and implement solutions.
- A customer centric mindset with a proactive approach to relationship management.
- Strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and handle multiple responsibilities.
- Adaptability and flexibility to work in a dynamic and fast-paced environment.
Employment Type
- Full Time
Company Industry
Department / Functional Area
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DUBAI PROPERTIES GROUP LLC
Dubai Holding Real Estate
Jayanthi
PO Box 500272., Dubai Business Bay, Dubai UAE, Dubai, United Arab Emirates (UAE)