Manager - Relationship Management

Client of AW Connect

Posted on 12 Nov

Experience

6 - 8 Years

Job Location

United Arab Emirates - United Arab Emirates

Education

Bachelor of Hotel Management(Hotel Management), Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

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 optimization 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.

Desired Candidate Profile

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.

Skills & Competencies

  • 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 optimization.

  • Analytical and strategic thinking abilities with data-driven decision-making.

  • Customer-centric mindset and proactive approach to service improvement.

  • Exceptional organizational, 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.

Company Industry

  • Real Estate

Department / Functional Area

  • Sales
  • Business Development

Keywords

  • Manager - Relationship Management

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Client of AW Connect

https://www.awconnect-me.com/job/manager-relationship-management-uae-national

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