Senior Executive - Customer Engagement

About the role

The Senior Executive - Customer Engagement is responsible for actively executing and coordinating advanced customer engagement strategies and initiatives within Dubai Holding Community Management's communities. This role focuses on driving enhanced customer satisfaction, fostering robust relationships, and supporting the strategic objectives of the Customer Experience & Engagement department.

Key responsibilities

• Customer Engagement & Relationship Management: Actively engage with community residents and stakeholders, communicate updates, and organize feedback sessions to gather insights.
• Engagement Program Execution: Lead planning, delivery, and post‑event analysis of engagement initiatives, collaborating with Marketing and Community Management.
• Advanced Inquiry & Feedback Resolution: Serve as senior point of contact for complex inquiries, resolve issues, and contribute to FAQs and knowledge base articles.
• Communication & Content Coordination: Coordinate development and distribution of engaging materials for customer‑facing channels, ensuring brand consistency.
• Data Collection, Analysis & Reporting: Oversee Voice of Customer data collection, analyze trends, and prepare comprehensive engagement reports for management.
• Compliance & Process Adherence: Ensure all activities comply with DHCM policies, guidelines, and regulatory requirements.
• Health, Safety, and Environmental (HSE) Responsibilities: Follow DHCM’s HSE policy, attend training, report hazards, and use appropriate PPE.

Required profile

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field.
• Minimum 3‑5 years of progressive experience in customer engagement, relations, or communications, preferably within real estate, property management, or service industries.

Required skills

• Excellent written and verbal communication skills.
• Strong interpersonal and relationship‑building abilities.
• Good analytical skills for interpreting customer feedback and engagement data.
• Strong organizational and project support skills with attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with CRM systems and customer engagement platforms (a plus).