Tenant Relations and Customer Services Manager

Dubai Holding
United Arab Emirates
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Communication","Facilitation","Influencing","Problem-solving","Leadership","Organisational","Multitasking","Customer focus","Analytical thinking","Decision-making","Teamwork"]

Manage tenant relationships and customer service activities across an assigned mall asset, ensuring compliance with lease terms, mall regulations, HSE and local authority requirements. Develop and execute tenant relations plans, lead regular tenant meetings, and oversee escalation and resolution of operational, maintenance, safety, and payment/service issues. Supervise tenant relations and customer service teams, deputise for the Centre Manager, and support performance analysis to identify enhancements and revenue opportunities.

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FursaFursa
Dubai Holding
Dubai Holding
1 day ago

Tenant Relations and Customer Services Manager

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Last checked: 4 hours agoStatus: Live

Job Summary

Manage tenant relationships and customer service activities across an assigned mall asset, ensuring compliance with lease terms, mall regulations, HSE and local authority requirements. Develop and execute tenant relations plans, lead regular tenant meetings, and oversee escalation and resolution of operational, maintenance, safety, and payment/service issues. Supervise tenant relations and customer service teams, deputise for the Centre Manager, and support performance analysis to identify enhancements and revenue opportunities.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage tenant relationships and customer service activities across the assigned asset, ensuring compliance with lease agreements, mall regulations, HSE requirements, local authority regulations, and company policies.
  • •Develop and implement tenant relations plans, conduct regular tenant meetings, and oversee tenant compliance while escalating and resolving operational, maintenance, safety, payment, and service matters.
  • •Lead and supervise tenant relations and customer service teams to ensure excellent service delivery, manage customer queries and complaints, and run smooth Information Desk operations.
  • •Support the Centre Manager by driving the annual Asset Plan and deputising during their absence as required.
  • •Analyse retailer and category performance (sales, footfall, revenue, and market trends) and present insights and business enhancement opportunities to senior management.

Key Requirements

  • •Bachelor’s degree in Business Administration, Management, or a related field.
  • •Minimum 8 years of experience in retail or real estate management, mall operations, tenant relations, leasing, or customer experience.
  • •Excellent written and verbal communication, presentation, facilitation, and influencing skills.
  • •Strong organizational and multitasking skills with the ability to identify and prioritise key issues and build consensus.
  • •Demonstrated leadership skills to lead, coach, develop, and motivate teams while ensuring timely delivery across different stakeholders.
Experience:8+ yearsRetailReal estateMall operationsTenant relationsCustomer experience
Education:Bachelor's in Business Administration, Management, or related field
Skills:CommunicationFacilitationInfluencingProblem-solvingLeadershipOrganisationalMultitaskingCustomer focusAnalytical thinkingDecision-makingTeamwork

Company Brief

Dubai Holding
Dubai Holding is a diversified global investment holding company that invests across real estate, hospitality, media, ICT, retail, and other sectors to support Dubai’s economic growth and strategic development.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 2004
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