Tenant Relations and Customer Services Manager

About the role

Dubai Holding Asset Management owns and operates a large portfolio of retail, residential and commercial destinations, including the Ibn Battuta Mall. It is looking for a Tenant Relations and Customer Services Manager to manage tenant relationships and customer service across the assigned asset, lead the tenant relations and customer service teams, and support the Centre Manager.

Key responsibilities

• Manage tenant relationships and customer service, ensuring compliance with lease agreements, mall regulations, HSE and local authority requirements and company policies.
• Develop and run tenant relations plans, hold regular tenant meetings, oversee tenant compliance and escalate and resolve operational, maintenance, safety, payment and service issues.
• Lead and supervise the tenant relations and customer service teams, including the Information Desk, and handle customer queries and complaints.
• Support the Centre Manager with the annual Asset Plan and deputise for them when needed.
• Oversee tenant correspondence, rent concession and early termination cases, office memorandums, compliance documents, permits and monthly sales and performance records.
• Liaise with Finance, Collections and Legal on accounts receivable, reconciliations, tenant defaults, disputes, concessions and legal cases.
• Analyse retailer and category performance (sales, footfall, revenue, market trends) and share findings and improvement ideas with senior management.
• Support mall operations and marketing by facilitating retailer-led activities, overseeing promotions and value-added services.
• Identify revenue-generating opportunities such as additional retail units and kiosks.
• Coach, develop and motivate team members through objectives, feedback, performance reviews and training.

Required profile

• Bachelor's degree in Business Administration, Management or a related field; Master's degree is a plus.
• Minimum 8 years of experience in retail or real estate management, mall operations, tenant relations, leasing or customer experience.
• Experience in the Middle East is a plus.
• Excellent written and verbal communication, presentation, facilitation and influencing skills.
• Strong problem-solving, financial acumen, analytical and organisational skills, and demonstrated leadership.
• Ability to build relationships with tenants, customers, internal stakeholders, service providers, contractors, suppliers and local authorities.