Manager – Relationship Management (VIP Services)

About the role

Dubai Holding Real Estate is seeking a Manager – Relationship Management to lead its VIP Services function. The role focuses on delivering personalized, high‑touch experiences to high‑net‑worth clients and property investors, while driving team performance and service excellence.

Key responsibilities

• Lead, mentor and coach the VIP services team, aligning daily activities with company goals and service standards.
• Provide continuous performance feedback and support to ensure high engagement and staff retention.
• Develop and maintain a repository of best‑practice SOPs for VIP client interactions.
• Act as the primary escalation point for VIP clients, ensuring swift resolution of inquiries and service requests.
• Build and sustain long‑term, trust‑based relationships with high‑net‑worth individuals, property investors and key stakeholders.
• Oversee the creation of detailed client profiles to enable hyper‑personalised service delivery.
• Design customised processes and communication templates that enhance the VIP experience.
• Create and manage end‑to‑end journey maps for VIP clients, capturing interactions in CRM systems and optimising touchpoints.
• Monitor KPIs for service excellence and team effectiveness, driving continuous improvement.

Required profile

• Proven experience leading a team that serves high‑net‑worth or VIP clientele.
• Strong relationship‑building skills with a focus on trust and long‑term engagement.
• Ability to handle complex escalations and deliver swift, satisfactory resolutions.
• Excellent communication and stakeholder‑management capabilities.

Required skills

• CRM Systems