Arada | Relationship Manager (Emiratization), Dubai

About Us

At Arada, we create communities that inspire healthier, happier and more meaningful lives. Through innovative developments, exceptional customer experiences and a commitment to sustainability, we are shaping places where people can live, work and thrive.

Joining Arada means becoming part of a collaborative, ambitious and forward-thinking team dedicated to delivering excellence across every aspect of our business.

Role Purpose

The Relationship Manager - UAEN is responsible for managing a portfolio of Emirati clients, High-Net-Worth Individuals (HNIs), and VIP customers assigned by management. The role ensures the consistent delivery of exceptional, personalized customer service across all touchpoints, including walk-in interactions and digital channels such as email and telephone, with the objective of enhancing customer satisfaction and delivering an outstanding overall customer experience.

Key Responsibilities

• Portfolio Management: Manage the assigned portfolio of Emirati clients, High-Net-Worth Individuals (HNIs), and VIP customers, ensuring personalised service, proactive engagement, and consistent adherence to established service standards.
• Customer Relationship Management: Manage daily walk-in customer interactions and requests received through various communication channels, ensuring timely responses, effective complaint resolution, and professional handling of escalations.
• Performance and Service Quality: Monitor individual KPIs, service quality metrics, and operational performance, with a focus on continuously improving service delivery and the overall customer experience.
• Property Handover Coordination: Liaise with Quality, Handover, and other relevant teams to facilitate a smooth and seamless property handover experience for customers within the assigned portfolio.
• Property Transfer Management: Oversee property transfer requests within the assigned portfolio, coordinating with Contracts, Sales Operations, Finance, and other relevant departments to ensure efficient processing and timely completion of transactions.
• Title Deed Management: Oversee the title deed issuance process for the assigned portfolio in coordination with Government Relations and Customer Service Operations teams, ensuring timely processing and delivery to customers.
• Reporting and MIS: Prepare, consolidate, and circulate weekly and monthly operational reports and Management Information System (MIS) reports, highlighting performance trends, pending cases, and matters requiring management attention.
• Process and Workflow Enhancement: Identify operational gaps and recommend improvements to existing processes, procedures, and system workflows to enhance operational efficiency and the overall customer experience.
• Policy and Service Excellence: Contribute to the development and enhancement of customer service processes, procedures, and service delivery standards, supporting initiatives aimed at improving customer satisfaction and retention.
• Cross-functional Collaboration: Establish and maintain effective working relationships with internal stakeholders to ensure timely resolution of customer concerns and consistent delivery of a high-quality customer experience.
  
  

Experience

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum 4 years of experience in customer service within the real estate sector is mandatory.
• Strong experience handling walk-in customers and front-desk service operations
  
  

Skills

• Arabic speaker – fluency in both Arabic and English is required.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Ability to multitask and remain calm under pressure.
• Proficiency in MS Office and CRM systems such as salesforce is a plus.
  
  

Using GenAI in Your Application Process

To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.

Why join Arada?

At Arada, you'll have the opportunity to contribute to projects that transform communities while working alongside talented professionals in a culture that values innovation, collaboration and continuous growth. We are committed to creating an inclusive workplace where everyone has the opportunity to thrive and make a meaningful impact.

Equal Opportunity Statement

Arada is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals and make employment decisions based on merit, experience and business needs.