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Director - VIP Services – Real Estate

2 weeks ago

Dubai, Dubai, United Arab Emirates Dubai Holding Full time

About Dubai Holding Real Estate:

Dubai Holding's real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai'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 of VIP Services to join Dubai Holding Real Estate . They will be responsible to drive the development and execution of VIP strategy elevating customer loyalty and leading a high-performing team by overseeing service excellence, managing escalations, and ensuring the delivery of personalised, high-touch experiences for elite clients. The main duties and responsibilities of this role:

Strategy & Customer Engagement

  • Develop and implement a VIP customer strategy that enhances loyalty, engagement, and long-term client value, ultimately strengthening customer retention and maximising lifetime value through strategic engagement initiatives.
  • Lead the full setup and management of the VIP Services department, establishing a structured framework, service protocols, and operational workflows to drive efficiency and excellence.
  • Develop, implement, and oversee policies, procedures, and governance frameworks, ensuring seamless operations, compliance with regulatory standards, and alignment with corporate objectives.
  • Drive initiatives that position the organisation as the preferred choice for high-value clients, ensuring superior service and exclusivity to build brand loyalty and maintain a competitive advantage.
  • Identify opportunities to enhance the elite client experience by offering personalised services and bespoke offerings, differentiating the brand through unique, high-value experiences tailored to elite clients.
  • Digitise and streamline key processes, integrating them with compliance, risk, and governance requirements, including updates to the Delegation of Authority (DOA), to ensure operational efficiency and accountability.

Leadership & Team Management

  • Lead and oversee a team, ensuring alignment with the organisation's VIP service goals to foster a customer-focused, high-performance team that delivers premium service excellence.
  • Set and monitor KPIs for service excellence and team effectiveness, ensuring continuous measurement and improvement of VIP service quality and operational efficiency.
  • Foster a culture of proactive customer engagement and continuous service improvement, driving innovation and adaptability in customer service to consistently exceed VIP client expectations.

Escalation Management & Operations Oversight

  • Act as the primary escalation point for high-value client concerns, ensuring swift, strategic resolution of complex issues to safeguard customer trust and loyalty.
  • Lead 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.

VIP Customer Relationship Management

  • Lead and oversee VIP service operations, ensuring seamless execution of high-touch experiences and proactive resolution of client needs through Managers and Relationship Managers (RMs).
  • Drive a culture of personalised service excellence, ensuring the team delivers bespoke experiences, milestone celebrations, and tailored interactions that enhance customer satisfaction and loyalty.
  • Uphold the highest standards of discretion and confidentiality, safeguarding elite client information and reinforcing trust in all engagements.

About you :

The ideal candidate for this position will have the following experience and qualifications:

  • Bachelor's degree in Business Administration/ Marketing/Hospitality Management, or a related field. Master's degree (MBA) is preferred.
  • Certification in Customer Experience (CX) Management, CRM, or Luxury Brand Management - preferred
  • Minimum 8-10 years of experience in customer experience, luxury client services, or VIP relationship management with managing high-net-worth (HNW) or VIP clients in a commercial customer service environment.
  • Experience in establishing departments, implementing policies, procedures, and compliance frameworks.
  • Strong track record of developing and executing customer engagement strategies to drive loyalty and revenue.
  • Expertise in managing escalations, negotiations, and handling complex customer concerns.
  • Expertise in developing and implementing VIP engagement programs
  • Skilled in managing high-value customer relationships and loyalty programs
  • Ability to analyze customer trends, KPIs, and business intelligence for service improvement
  • Strong interpersonal, presentation, and stakeholder management skills
  • Strategic mindset for anticipating challenges and driving proactive solutions
  • High emotional intelligence and adaptability in managing diverse client needs and team dynamics

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.

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