Manager - Customer Concerns & Resolution (UAE National) - Dubai Holding Real Estate

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 centers, 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.Manager - Customer Concerns & Resolutionto join Dubai Holding Real Estate.Key ResponsibilitiesInvestigate customer complaints, collaborate with relevant departments, and implement effective solutions to resolve issues and improve customer satisfaction and retention.Actively manage customer expectations, providing regular updates on complaint status and resolution timelines to ensure clear communication.Conduct in-depth analysis of recurring complaints to identify systemic issues and recommend process improvements aimed at minimizing future escalations and enhancing service efficiency.Implement corrective actions and proactive measures to address underlying issues that contribute to customer dissatisfaction.Recommend and implement process improvements that reduce complaint volume and increase service effectiveness, focusing on operational efficiency and customer satisfaction.Work closely with the quality assurance and operations teams to drive continuous improvement initiatives across customer service processes.Ensure all complaint management procedures comply with company policies, industry regulations, and legal requirements to safeguard both the organization and its customers.Regularly review complaint management practices to ensure compliance with evolving regulatory standards and industry best practices.Maintain accurate documentation of complaint handling and resolution, ensuring compliance with regulatory standards and internal reporting requirements for transparency and accountability.Prepare and present regular reports on complaint trends, resolutions, and process improvements to senior management.Collaborate with internal teams, senior management, and external regulatory bodies to resolve complex complaints and ensure timely escalation and resolution within agreed service levels.Facilitate discussions with senior leaders to ensure alignment on complaint handling strategies and ensure escalated complaints are prioritized effectively.Monitor and analyze complaint trends to identify patterns, generating comprehensive reports to inform decision-making and strategic planning. Use data-driven insights to forecast potential service issues and proactively mitigate customer dissatisfaction before it escalates.Provide actionable insights to senior management to support strategic initiatives aimed at improving overall customer experience and enhancing service quality.Leverage customer feedback, surveys, and complaint data to drive key initiatives that enhance the overall commercial customer journey.Stay informed on industry trends and customer service best practices to ensure that complaint management practices remain competitive and aligned with current standards.Candidate Qualifications, Experiences & SkillsUAE National with a Family Book, as per government requirements.Bachelor’s degree required; Master’s degree preferred in Business, Real Estate, Public Administration, or a related field.Professional certifications such as CCXP, CRM, CCSP, or equivalent are a strong advantage.Minimum 4–10 years of experience in customer concerns, client relations, or complaints management, preferably within a real estate developer, master developer, or government/semigovernment entity.Demonstrated ability to manage and resolve complex, high-sensitivity cases, particularly for HNI and UHNI clients, with a strong sense of discretion, tact, and professional presence.Strong interpersonal “executive presence” with the ability to confidently engage with VIP clients, senior leadership, regulatory bodies, and cross-functional teams.Proven track record of de‑escalating critical issues, protecting brand reputation, and ensuring exceptional service outcomes.Excellent analytical, communication, negotiation, and stakeholder management skills in English and/or Arabic.Ability to work under pressure, manage competing priorities, and handle sensitive cases with speed and accuracy.Experience designing or improving customer experience frameworks, escalation protocols, and service recovery mechanisms.Proficiency in CRM platforms, complaint management systems, and Microsoft Office Suite (Excel, PowerPoint, Word).Strong capability to analyze data, identify trends, and recommend actionable improvements to reduce complaints and enhance service delivery.Sound understanding of UAE real estate regulations, customer rights, RERA/DLD compliance, and developer–clie