Senior Executive – Customer Engagement

About the role

The Senior Executive – Customer Engagement will lead and coordinate advanced engagement initiatives across Dubai Community Management’s residential communities. This role focuses on boosting resident satisfaction, building strong relationships, and supporting the strategic goals of the Customer Experience & Engagement department through proactive communication and interaction.

Key responsibilities

• Engage directly with residents and stakeholders, delivering timely updates and fostering positive relationships.
• Plan, execute, and analyse community events, activations and feedback sessions to drive participation and continuous improvement.
• Handle complex customer inquiries and feedback, ensuring empathetic and professional resolution while escalating high‑priority cases as needed.
• Coordinate creation and distribution of communication materials across portals, newsletters and social media, maintaining brand consistency.
• Oversee collection, analysis and reporting of Voice of Customer data, presenting insights on sentiment and engagement metrics.
• Ensure all activities comply with DHCM policies, guidelines and regulatory requirements.
• Adhere to Health, Safety and Environmental (HSE) standards, reporting hazards and using appropriate PPE.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality Management or related field.
• 3–5 years of progressive experience in customer engagement, relations or communications, preferably in real‑estate or property management.
• Proven track record of designing and delivering customer engagement programmes and managing direct interactions.

Required skills

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with CRM systems and customer engagement platforms.