Executive – Customer Engagement (Community Management)

About the role

The Executive – Customer Engagement will be the primary liaison between residents and Dubai Holding Community Management (DCM). This role ensures that community members receive prompt, professional, and personalized support, contributing to the overall vibrancy and sustainability of Dubai’s residential districts.

Key responsibilities

• Serve as the main point of contact for resident inquiries, in‑person visits, and escalations.
• Address questions about community services, facilities, and policies with empathy and efficiency.
• Build and maintain strong, lasting relationships with residents, anticipating their needs and tailoring support.
• Maintain accurate records of resident interactions and preferences to personalize future engagements.
• Handle and resolve complaints and service requests promptly, coordinating with internal departments and escalating when necessary.
• Document all resident interactions, track issues, and ensure follow‑up until satisfactory resolution.

Required profile

• Proven experience in customer service or community management within a residential or mixed‑use environment.
• Excellent communication skills, both verbal and written, with a professional and empathetic demeanor.
• Strong problem‑solving abilities and capacity to manage difficult conversations.
• Detail‑oriented with the ability to maintain accurate records and follow‑up consistently.

Required skills