Dubai Holding Real Estate
Senior Executive - Customer Engagement UAEN
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job overview
Date posted
19/04/2025
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
03/06/2025
Job description
Dubai Holding Community Management (DHCM) is a premium community management services provider under Dubai Holding, established in 2021. DHCM manages prestigious communities and iconic districts across Dubai. The company is focused on creating vibrant, well-managed communities through comprehensive services including community, district, technical, and financial management. The Senior Executive - Customer Engagement is responsible for developing the end-to-end customer experience and driving world-class service delivery. The role involves digital strategy implementation, CRM utilization, performance monitoring, and regulatory compliance.
Required skills
Key responsibilities
- Define and implement a holistic digital strategy to enhance customer interactions.
- Identify and implement new opportunities throughout the customer journey for high-performing, agile customer interactions.
- Leverage CRM strategies and digital asset development to improve key interactions in the customer lifecycle.
- Analyze and improve customer experience and repeat-customer behavior across key segments.
- Collaborate with other business areas, acting as the voice of the customer.
- Develop a delivery plan to enhance DHCM's reach and reputation.
- Build strong rapport and cooperative relationships with customers, ensuring excellent satisfaction.
- Establish clear performance objectives and KPIs for each operation and employee, designing effective reporting mechanisms.
- Implement quality assurance programs to monitor, evaluate, and enhance DHCM's customer service procedures and protocols.
- Coach, train, and provide professional development opportunities for direct reports.
- Anticipate customer demands/volumes and recommend changes to facilities and customer service operations to ensure service level agreements are met.
- Manage customer complaints, including root cause investigation, resolution, and recommendations for improvement.
- Develop and implement a customer survey feedback system.
- Ensure compliance with regulations impacting the customer.
Experience & skills
- Bachelors or Masters degree in business administration or a similar discipline.
- Minimum of 2-5 years’ experience in a similar field.
- Excellent interpersonal and communication skills.
- Passion for staying current with digital and technology trends.
- Detail-oriented with excellent communication skills.
- Adaptability to change priorities and openness to new ideas.
- Customer-focused approach.
- Strong time management, prioritization, and organizational skills.
- Proficiency in MS Office and relevant systems (e.g., Oracle).
- Ability to coach, mentor, and manage professionals.
- Strong problem-solving skills.
- Accuracy and attention to detail.
- Creativity and innovative thinking.
