Client Relationship Manager – Handover Operations

About the role

Vibes Events, on behalf of Modon Properties, is looking for an experienced Manager – Handover Customer Relations to lead the customer relationship function during the property handover phase at Reem Hills, Abu Dhabi. You will oversee a team of Relationship Managers, drive service excellence and ensure a seamless, transparent, premium homeowner experience from notification to handover completion.

Key responsibilities

• Lead, mentor and manage a team of 8‑12 Relationship Managers, set KPIs and provide coaching.
• Oversee the full handover lifecycle, ensuring alignment with operational readiness, project timelines and a premium customer experience.
• Act as primary escalation point for complex customer issues and monitor satisfaction metrics.
• Collaborate with Handover Operations, Construction, QA/QC, Facilities Management and Community teams to deliver on commitments.
• Track and analyse KPIs such as NPS, handover timelines and issue resolution rates; prepare dashboards for senior leadership.
• Identify recurring issues, implement corrective actions and champion continuous‑improvement initiatives.

Required profile

• Bachelor’s degree in Business Administration, Real Estate, Hospitality or a related field.
• 8–12 years of experience in customer relationship management, preferably within real‑estate handover or property services.
• Fluent English (mandatory); Arabic, Mandarin, French or Russian strongly preferred.

Required skills

• Handover operations
• Team management
• Leadership
• Customer relationship management
• Stakeholder engagement
• Reporting