Head of Client Services

A leading luxury real estate development group in Dubai is seeking an experienced Head of Client Experience & Handover to lead the client handover and aftercare function across its ultra-prime residential portfolio.This is a senior leadership opportunity for a service-driven professional with experience in luxury residential property, estate management, five-star hospitality or premium facilities management. The successful candidate will take ownership of the client experience from pre-handover through to ongoing aftercare, ensuring exceptional service standards and a seamless ownership experience for a highly discerning international clientele.Working closely with development, construction and technical teams, you will establish and lead a dedicated aftercare function, oversee a team of engineers and technicians, and implement the service standards, processes and systems required to support some of Dubai’s most exclusive residential properties.Key ResponsibilitiesLead the end-to-end client handover and aftercare experience across an ultra-luxury residential portfolio.Act as the primary point of contact for homeowners, ensuring a discreet, responsive and highly personalised service.Take ownership of client requests, maintenance issues and defects through to resolution, coordinating with internal technical teams and external suppliers as required.Develop and implement handover programmes covering snagging, documentation, property systems training and the overall client welcome experience.Work closely with construction and development teams throughout the project lifecycle to ensure a smooth transition from completion to occupancy.Lead and develop the existing technical and facilities management team, establishing clear responsibilities, service-level agreements, escalation procedures and operational standards.Oversee defect liability periods, warranties and aftercare obligations, ensuring issues are resolved efficiently and professionally.Establish service processes, performance reporting and client feedback mechanisms to continuously improve the homeowner experience.Provide regular updates to senior leadership on service performance, client satisfaction and operational priorities.Candidate Requirements10+ years of relevant experience in luxury residential aftercare, super-prime property or estate management, luxury hospitality, or facilities management within a premium residential or branded-residence environment.Proven experience delivering a highly personalised service to UHNW clients, private principals or similarly discerning clientele.Strong leadership experience, with the ability to develop teams and establish a client-first service culture.Excellent communication, relationship management and problem-solving skills, with the ability to manage sensitive situations calmly and professionally.Good technical understanding of MEP systems, home automation and high-specification residential finishes, with the ability to coordinate technical specialists.Exceptional discretion, professionalism and attention to detail.GCC experience is advantageous. Candidates must be based in Dubai or willing to relocate.Excellent English communication skills are essential.The OpportunityThis is an opportunity to shape and lead a dedicated client experience and aftercare function within an established luxury development group. The successful candidate will have direct exposure to senior leadership and the opportunity to define service standards, develop the team and build a best-in-class ownership experience within the ultra-prime residential market.

Location: Dubai, UAEWorking Arrangement: Full-time, site-based, with availability requirements to support premium residential clientsPlease note that this is a confidential appointment.

Further details about the organisation and portfolio will be shared with shortlisted candidates.