مدير - إدارة العلاقات

Client of AW Connect

Job Purpose

The Manager Relationship Management is responsible for overseeing VIP Services operations and ensuring the seamless delivery of exceptional, personalized experiences. The role involves leading a dedicated team, fostering strong relationships with high-value clients, and upholding service excellence. This position also plays a key role in enhancing customer satisfaction, driving team development, and supporting overall business growth initiatives.

Key Responsibilities

• Lead, mentor, and coach the VIP Services team to achieve company goals and service excellence standards.

• Provide continuous feedback and support to drive team engagement, retention, and performance.

• Develop and maintain best practices and SOPs for VIP client interactions.

• Act as the main escalation point for VIP clients, ensuring seamless issue resolution.

• Build and nurture long-term relationships with high-net-worth clients, property investors, and key stakeholders.

• Oversee client profiling to enable hyper-personalized service delivery.

• Design and implement customized communication and service processes to enhance the VIP experience.

• Manage client journey mapping, CRM updates, and optimization of service touchpoints.

• Monitor KPIs for service quality and team efficiency, driving continuous improvement.

• Handle high-stakes negotiations and resolve service disputes, balancing client satisfaction with business objectives.

• Collaborate with cross-functional teams (Sales, Legal, Operations, Marketing) to deliver tailored client solutions.

• Oversee property-related client touchpoints such as inspections, snagging, and handovers.

• Resolve issues related to payments, documentation, and post-handover concerns.

• Ensure adherence to SLAs, regulatory requirements, and corporate governance standards.

• Track and improve customer satisfaction scores (target 8+ index).

• Generate reports on client feedback and service performance to identify trends and improvement areas.

• Maintain confidentiality and discretion with elite client information.

• Identify training needs and conduct regular workshops to elevate service delivery standards.