Client Relationship Manager

Manager – Handover Customer RelationsAbout the RoleVibes Events is seeking an experienced and service-driven Manager – Handover Customer Relations to lead and oversee the customer relationship management function during the property handover phase at Reem Hills, Abu Dhabi. On behalf of Modon, you will manage a team of Relationship Managers, drive service excellence, and ensure a seamless, transparent, and premium homeowner experience from customer notification through to handover completion.Location: Reem Hills, Abu Dhabi, UAEClient: Modon PropertiesContract Duration: Until 31 March 2027Working Days: 5 Days per Week, 9 Hours per Day (Flexibility required during peak phases)Languages Required: English (mandatory); Arabic, Mandarin, French or Russian (strong preference)What You'll DoLeadership & Team ManagementLead, mentor, and manage a team of approximately 8–12 Relationship Managers, setting clear KPIs, performance expectations, and service standardsProvide ongoing coaching, training, and development to enhance team capability and build a customer-centric culture of professionalism and accountabilityHandover Operations & Customer ExperienceOversee the full handover lifecycle from customer notification to completion, ensuring alignment with operational readiness and project timelinesEnsure consistent delivery of a premium end-to-end customer experience across all handover interactions and communicationsMonitor customer satisfaction metrics and act as the primary escalation point for complex or high-priority customer issuesOptimise handover workflows to improve efficiency, minimise delays, and reduce customer friction throughout the processStakeholder Management, Reporting & Continuous ImprovementPartner with Handover Operations, Construction, QA/QC, Facilities Management, and Community teams to ensure seamless customer commitmentsTrack and analyse key performance indicators including NPS, handover timelines, and issue resolution rates; prepare regular dashboards and reports for senior leadershipIdentify recurring issues, implement corrective actions, and champion best practice initiatives to elevate the customer journey and strengthen long-term community relationshipsWhat We Are Looking ForBachelor’s degree in Business Administration, Real Estate, Hospitality, or a related field8–12 years of experience in customer relationship management, real estate handover, or property services, with prior experience in a leadership roleExperience within large-scale residential developments or master-planned communities is highly preferredStrong leadership, people management, and stakeholder engagement capabilities with excellent communication skillsHigh level of emotional intelligence, professionalism, and ability to operate effectively in a fast-paced, dynamic environmentFluency in English is mandatory; Arabic, Mandarin, French, or Russian language skills are strongly preferred to support Modon’s diverse homeowner baseWork EnvironmentCombination of office-based and site-based responsibilities at Reem Hills, Abu Dhabi, with regular engagement during handover events and customer appointments.Flexibility is required to support peak handover phases, including evenings and weekends when required.