Luxury Experience Manager

Luxury Experience Manager

 Doha, United Arab Emirates

 

Permanent

Our client:

Our client, a luxury real estate developer is seeking an Owner Experience Manager to join their team in Dubai. The Owner Experience Manager is responsible for holding and developing the relationships with The Group’s property HNW & UHNW owners as well as clients of the chairman’s private office.

The role includes dealing with dignitaries alongside global citizens on a direct level, and to be available for their every need.

The Owner Experience Manager is the one single source of direct communication between the organization as a whole and the owners. Long-term relationship building and a high EI are essential for this role, alongside stakeholder management and complaint handling.

Your Responsibilities:

• Focus is on enhancing every touchpoint of the ownership journey for Group, and create the ownership community with one-of-one moments along the way.
• Develop frameworks, policies, and guidelines to standardize the customer experience across all functions
• Process Optimization: Streamline processes and procedures to optimize the “Customer Journey” for owners from start to finish, ensuring every interaction between owners and company is seamless
• Monitoring and Improvement: Conduct surveys and audits, analyze feedback, address customer challenges, and seek continuous improvement
• Maintains confidentiality in daily work life and beyond. This is because of the participation in meetings, receive emails, phone calls regarding classified company and owners’ information.
•  Needs to be able to practice discretion around other employees and members of the public. Working hours may extend in line with global owners’ requirements.

Your Qualifications:

• Strong and politically elegant communication skills
• Regular owner engagement across all levels (in-person, email, phone etc.)
• Anticipate guest needs and establish a rapport with them by assisting them with specific tasks (i.e. during hand-over process, whilst residing)
• Address customer feedback – being the ‘owner’s representative’ within the Group by resolving any and all concerns rapidly.
• Entertaining and understanding of the social circle requirement.
• Making use of existing relations to enable ‘moments of surprise’.
• Building a strong genuine relationship with loyalty to The Group as part of a wider team
• Excellent personal appearance and conduct
• Clear internal communication & profile log for transparency at all times.
• Weekly operations meeting to excel in deliverable
High level of discretion and used to dealing in high-confidential environments.
• Effective and professional communication abilities, including being able to communicate with all levels of stakeholders such as owners, employees, vendors, and clients.
• Great customer service and interpersonal skills
• Professional writing capabilities for including emails, letters, and correspondence overall.
• Change management and auditing capabilities
• Excellent time management and organization skills, especially the ability to prioritize and multitask time-sensitive requests.
• Stress resistant and calm natured
• Strong computer skills, including basic troubleshooting skills.
• English and Arabic professional proficiency in reading, writing, and speaking. Multi-lingual fluency desired incl. French, Italian and Spanish etc.
• 5-10 years experience in owner/guest relationship role within the luxury segment
• Associate or bachelor’s degree in tourism, psychology, or other social sciences desired
• Previous training in hospitality, concierge services, private household, luxury retail and fashion desired.
• Ideally strong existing relationship within the luxury segment with access to ‘money can’t buy’ entries (such as invitee only events for owners).

Halian Group:

With over 20 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.
Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.

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