Director - VIP Services – Dubai Holding Real Estate

Project Management Institute; Dubai; On-site; AED 120,000 - 180,000; Full time

Job description

Emiratisation | Recruitment | Consultant | #green

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centres, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

About the Job:

An opportunity has arisen for a Director of VIP Services to join Dubai Holding Real Estate. They will be responsible to drive the development and execution of VIP strategy elevating customer loyalty and leading a high-performing team by overseeing service excellence, managing escalations, and ensuring the delivery of personalised, high-touch experiences for elite clients. The main duties and responsibilities of this role:

Strategy & Customer Engagement

• Develop and implement a VIP customer strategy that enhances loyalty, engagement, and long-term client value, ultimately strengthening customer retention and maximising lifetime value through strategic engagement initiatives.
• Lead the full setup and management of the VIP Services department, establishing a structured framework, service protocols, and operational workflows to drive efficiency and excellence.
• Develop, implement, and oversee policies, procedures, and governance frameworks, ensuring seamless operations, compliance with regulatory standards, and alignment with corporate objectives.
• Drive initiatives that position the organisation as the preferred choice for high-value clients, ensuring superior service and exclusivity to build brand loyalty and maintain a competitive advantage.
• Identify opportunities to enhance the elite client experience by offering personalised services and bespoke offerings, differentiating the brand through unique, high-value experiences tailored to elite clients.
• Digitise and streamline key processes, integrating them with compliance, risk, and governance requirements, including updates to the Delegation of Authority (DOA), to ensure operational efficiency and accountability.

Leadership & Team Management

• Lead and oversee a team, ensuring alignment with the organisation’s VIP service goals to foster a customer-focused, high-performance team that delivers premium service excellence.
• Set and monitor KPIs for service excellence and team effectiveness, ensuring continuous measurement and improvement of VIP service quality and operational efficiency.
• Foster a culture of proactive customer engagement and continuous service improvement, driving innovation and adaptability in customer service to consistently exceed VIP client expectations.

Escalation Management & Operations Oversight

• Act as the primary escalation point for high-value client concerns, ensuring swift, strategic resolution of complex issues to safeguard customer trust and loyalty.
• Lead high-stakes negotiations on service disputes and contractual matters, balancing customer expectations with business interests to drive sustainable relationships.
• Ensure operational excellence through strict adherence to governance frameworks, regulatory compliance, and service standards, mitigating risks and maintaining corporate integrity.

VIP Customer Relationship Management

• Lead and oversee VIP service operations, ensuring seamless execution of high-touch experiences and proactive resolution of client needs through Managers and Relationship Managers (RMs).
• Drive a culture of personalised service excellence, ensuring the team delivers bespoke experiences, milestone celebrations, and tailored interactions that enhance customer satisfaction and loyalty.
• Uphold the highest standards of discretion and confidentiality, safeguarding elite client information and reinforcing trust in all engagements.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor’s degree in Business Administration/ Marketing/Hospitality Management, or a related field. Master’s degree (MBA) is preferred.
• Certification in Customer Experience (CX) Management, CRM, or Luxury Brand Management - preferred
• Minimum 8-10 years of experience in customer experience, luxury client services, or VIP relationship management with managing high-net-worth (HNW) or VIP clients in a commercial customer service environment.
• Experience in establishing departments, implementing policies, procedures, and compliance frameworks.
• Strong track record of developing and executing customer engagement strategies to drive loyalty and revenue.
• Expertise in managing escalations, negotiations, and handling complex customer concerns.
• Expertise in developing and implementing VIP engagement programs
• Skilled in managing high-value customer relationships and loyalty programs
• Ability to analyze customer trends, KPIs, and business intelligence for service improvement
• Strong interpersonal, presentation, and stakeholder management skills
• Strategic mindset for anticipating challenges and driving proactive solutions
• High emotional intelligence and adaptability in managing diverse client needs and team dynamics

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.