Tenant Relations and Customer Services Manager

Dubai Holding Asset Management owns and operates a diverse portfolio of retail, residential and commercial destinations, emphasising its profound influence on Dubai’s urban and economic landscape.

Dubai Residential, the company’s residential leasing arm, manages one of the emirate’s largest portfolios. In May 2025, it was incorporated into "Dubai Residential REIT," a real estate investment trust with Dubai Holding Asset Management as the ultimate majority strategic unitholder. Now listed on the Dubai Financial Market (DFM), it is the GCC’s largest and first pure-play residential leasing REIT.

Dubai Holding Asset Management’s retail portfolio, unified under the Dubai Retail brand, is one of the largest and most diverse in the city. With a mix of 56 malls, lifestyle destinations and retail centres, Dubai Retail plays a key role in shaping the city’s urban and economic landscape.

Dubai Holding Asset Management is also the majority strategic shareholder in TECOM Group PJSC, a DFM-listed company, which develops and operates sector-focused business districts across six key sectors, including technology, media, education, manufacturing, science and design.

An opportunity has arisen for a Tenant and Customer Relations Manager to join Dubai Holding Asset Management. The main duties and responsibilities of this role include:

· Manage tenant relationships and customer service activities across the assigned asset, ensuring compliance with lease agreements, mall regulations, HSE requirements, local authority regulations, and Dubai Holding Asset Management’s policies and procedures.

· Develop and implement tenant relations plans, conduct regular tenant meetings, oversee tenant compliance, and ensure that operational, maintenance, safety, payment, and service-related matters are escalated and resolved in a timely manner.

· Lead and supervise the tenant relations and customer service teams to ensure excellent service delivery, effective handling of customer queries and complaints, smooth Information Desk operations, and a consistently positive customer experience.

· Support the Centre Manager in driving the annual Asset Plan and deputise for the Centre Manager during their absence, as required.

· Oversee the preparation of tenant correspondence, rent concession cases, early termination cases, office memorandums, compliance documents, permits, and monthly sales and performance records.

· Liaise with the Finance, Collections, and Legal teams regarding accounts receivable, reconciliations, tenant defaults, disputes, concessions, and legal cases.

· Analyse retailer and category performance, including sales, footfall, revenue, and market trends, and present findings and business enhancement opportunities to senior management.

· Support mall operations and marketing initiatives by facilitating retailer-led activities, overseeing promotional processes, and managing value-added services provided to customers.

· Identify revenue-generating opportunities and potential enhancements to the asset, including additional retail units, kiosks, and other initiatives that may increase mall revenue.

· Lead, coach, develop, and motivate team members by setting objectives, providing regular feedback, conducting performance reviews, and identifying relevant training and development opportunities.

The ideal candidate for this position will have the following experience and qualifications:

· Bachelor’s degree in Business Administration, Management, or a related field.

· Master’s degree is a plus.

· Minimum of 8 years of experience in retail or real estate management, mall operations, tenant relations, leasing, or customer experience.

· Experience in the Middle East is a plus.

· Excellent written and verbal communication, presentation, facilitation, and influencing skills.

· Strong problem-solving skills, with the ability to remain composed during difficult conversations.

· Excellent financial acumen, numerical ability, analytical skills, and judgement capabilities.

· Strong organisational and multitasking skills, with the ability to identify and prioritise key issues and build consensus.

· Demonstrated leadership capabilities, with the ability to ensure timely delivery across different teams.

· Excellent interpersonal skills, with the ability to establish and nurture relationships with tenants, customers, internal stakeholders, service providers, contractors, suppliers, and local authorities.

· Strong customer focus, results orientation, business awareness, adaptability, planning and organising, decision-making, communication, and teamwork skills.