About the Role
We are seeking a customer-focused and service-driven Customer Relations Manager to join our client’s leadership team based in Ajman, United Arab Emirates. The ideal candidate will lead the organization’s customer experience strategy, owning the end-to-end customer journey across reception, sales administration, after-sales coordination, and collections, while ensuring consistent, hospitality-led service standards across all physical and digital touchpoints in alignment with the company’s service excellence objectives.
Qualifications et compétences requises
Duties and Responsibilities
Establish, implement, and monitor hospitality-led service standards and professional etiquette to ensure a premium customer experience across all interactions
Own and manage the complete customer journey across reception, sales administration, after-sales coordination, and collections to ensure consistency and service excellence
Lead, mentor, and develop a team of receptionists and customer relations executives, driving performance, accountability, and service quality
Engage effectively with customers and stakeholders to ensure clear communication and appropriate service delivery
Work closely with Sales, Finance, Legal, and Operations teams to deliver a seamless and integrated customer experience
Handle customer escalations and service challenges with professionalism, ensuring timely resolution and positive outcomes
Evaluate customer insights and service trends to develop strategies that elevate the overall customer experience
Represent the organization with a polished, professional presence, setting standards for customer-facing roles
Promote a customer-first, hospitality-driven culture aligned with the organization’s values and service excellence goals
Qualifications and Skills
5–6 years’ experience in Customer Relations or Front Office Management
Relevant qualification in Hospitality Management or a related field
Minimum 5 years of experience with Real Estate or Hospitality industries within the UAE preferred OR internationally would also be considered (Preferred: 5-Star Hospitality / Luxury Hotel background)
Strong knowledge of CRM systems, MS Office, and customer feedback / survey tools
Experience in hospitality-led service excellence and end-to-end customer journey management
Proven team leadership and people management capabilities
Knowledge of sales coordination and contracting workflows
Experience in process improvement and technology integration
Strong skills in customer feedback analysis, reporting, and service enhancement
Proven conflict resolution and customer escalation handling abilities
Excellent interpersonal, verbal, and written communication skills
Analytical mindset with a focus on service optimization
Language Proficiency
English (Strong spoken & written) & Arabic (Fluent)
Other languages will be considered a plus
Other Details
Should be currently in present in the UAE.
Working hours: Sunday to Friday
Should be in a commutable distance within Ajman, United Arab Emirates
Available to join immediately or within 30 days
Bonus/Incentives - Standard UAE Benefits & Bonus subject to Performance-based
À propos de l'entreprise
Our client is one of the leading property developers in the UAE, specializing in luxury projects. With a strong presence in the market for more than 10 years, our client has delivered numerous high-quality real estate developments across Ajman and the Northern Emirates. Committed to creating living spaces that offer an exceptional quality of life, our client has established itself as a premier luxury real estate developer in the UAE.