Senior Manager - Customer Experience 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 i nfrastructure, 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.

About 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 i nfrastructure, 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.

• Lead the development and execution of digital customer experience initiatives that enhance customer engagement across the entire customer lifecycle.
• Drive the delivery and continuous improvement of customer-facing digital solutions, including mobile applications, customer portals, chatbots, self-service platforms, kiosks, and AI-enabled technologies.
• Review and optimize customer journeys by identifying pain points, streamlining processes, and delivering seamless digital experiences.
• Act as the business lead for digital products, translating customer and business needs into impactful digital solutions.
• Partner with cross-functional teams (IT, Marketing, Sales, and Customer care) and external stakeholders to deliver transformation initiatives that improve customer satisfaction and operational efficiency.
• Develop business cases, performance metrics, and insights to support strategic decision-making and maximize value from digital investments.
• Identify opportunities to leverage emerging technologies and AI-driven solutions to improve customer satisfaction, adoption, and business performance.
• Lead and develop a team while fostering a culture of innovation, collaboration, and continuous improvement.

• Min. 7-8 years relevant experience in digital technologies and tools with minimum 4 years managing teams and developing and implementing digital strategies ideally within the real estate sector.
• Bachelor’s degree in Business Management, Marketing, Customer Experience, Digital Transformation, Business Analytics, or a related discipline. Master’s degree or relevant professional certification would be advantageous.
• Certifications in Business Analytics, Customer Journey Mapping, or Service Design is highly desirable.
• Proven experience managing customer-facing digital platforms such as mobile apps, portals, chatbots, Whats App solutions, or self-service products.
• Exposure to AI, automation, or digital innovation initiatives is highly desirable, the ideal candidate has a passion for the tech space.
• Demonstrated expertise in customer journey mapping, process redesign, stakeholder management, and business case development, with the ability to translate insights into measurable business outcomes.
• Strong analytical, communication, and presentation skills (Powerpoint), with experience influencing senior stakeholders and leading cross-functional teams.
• Previous people management experience is required.

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.