Manager – VIP Guest & Owner Experience at Shamal LLC

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Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience (CX), Insight Management, Journey Mapping, Experience Design, Voice of Customer (VoC), CX Delivery, Stakeholder Coordination, Performance Tracking, Root-Cause Analysis, Test-and-Learn, Service Standards, Cross-functional Collaboration, Data Analysis, Sentiment Analysis, Action Tracking, Operational Transformation

Industry

Investment Management

Description

Overview Shamal Holding is a diversified investment firm that cultivates the extraordinary. Born in Dubai, we curate a unique portfolio of extraordinary investments, experiences and assets to generate meaningful outcomes. The investments we make are strategically chosen and thoughtfully nurtured, mirroring Dubai’s ambition, spirit and energy. As a global investor, asset owner and developer we utilise our resources, know-how and connections, to deliver long-term value, wherever we operate. Our portfolio spans Lifestyle & Entertainment, Destinations, Real Estate, Hospitality, and F&B, including Skydive Dubai, Deep Dive Dubai, XDubai, Dubai Harbour, Kite Beach and more. As Shamal Holding continues to grow, we’re in search of a Manager – VIP Guest and Owner Experience. In this role, you will focus on turning CX (Customer Experience) priorities into practical outcomes by managing insight, supporting journey design, embedding customer-centric behaviours and standards and tracking delivery across assets. You will work closely with cross-functional teams to build shared customer-first ways of working and ensuring that customer insight is translated into clear actions that deliver exceptional experiences. This role is responsible for hands-on delivery of CX initiatives across assigned assets, working closely with asset teams, functional partners and CX leadership to turn insight into action. Responsibilities CX Delivery, Standards & Ways of Working Deliver assigned CX initiatives and workstreams in line with the agreed CX roadmap. Embed CX standards, behaviours and customer-first ways of working across assets. Act as a point of contact for CX champions and asset teams on practical CX delivery. Coordinate cross-functional input to support delivery and resolve dependencies. Track progress, risks and outcomes across assigned initiatives. Support linking CX improvements to commercial and operational outcomes. Voice of Customer & Insight Management Manage the day-to-day operation of Voice of Customer activities. Coordinate feedback capture across surveys, always-on channels and frontline inputs. Analyse customer feedback, verbatims and sentiment to identify themes, drivers and experience gaps. Prepare insight summaries and recommendations to support prioritisation and decision-making. Support adoption and effective use of CX dashboards and insight tools across assets. Journey Mapping & Experience Design Lead delivery of journey mapping and experience design activity for assigned journeys or assets. Identify moments that matter, friction points and opportunities to improve ease, clarity and emotion. Support development of journey maps, service and experience standards, experience playbooks and guidance. Work with operational teams to validate feasibility and support piloting of improvements. Ensure alignment between physical and digital customer touchpoints across the end-to-end journey. Measurement, Reporting & Governance Support Maintain CX trackers, dashboards and action logs for assigned workstreams. Support CX forums, reviews and working sessions through clear reporting and analysis. Track delivery of agreed actions, ensuring ownership and follow-through. Identify recurring issues, trends or risks and escalate with evidence-based recommendations. Support definition and evolution of CX standards and service design principles. Continuous Improvement & Recovery Coordinate test-and-learn activity to improve priority journeys and touchpoints. Support structured root-cause analysis for recurring issues and complaints. Track the impact of improvements on customer outcomes and experience metrics. Capture examples of effective improvements to support consistency and replication. What Success Looks Like Customer insight is clearly linked to actions and measurable improvements. Priority journeys show measurable improvement in ease, clarity and recovery. CX initiatives are delivered on time with clear ownership and outcomes. Teams understand how CX standards apply to their day-to-day work. CX activity is visible, structured and embedded into operational routines. Required Competencies VoC & Insight Translation: hands-on experience managing customer feedback, verbatims and sentiment to identify experience drivers and convert insight into clear, prioritised actions that influence decision-making and improvement activity. Journey Mapping & Experience Improvement: practical experience delivering journey mapping and experience design with a focus on moments that matter, friction points and applying outputs to real service, process or digital improvements. CX Measurement & Performance Tracking: experience using CX metrics, dashboards and trackers to monitor performance, highlight risks and demonstrate the impact of improvements on customer outcomes. Continuous Improvement & Recovery: experience supporting test-and-learn activity, recovery and structured root-cause analysis to reduce recurring issues, complaints and failure demand. Delivery & Stakeholder Coordination: proven ability to work across teams and priorities to drive delivery, maintain momentum and ensure agreed actions are owned, implemented and followed through. Personal Attributes Practical and delivery-focused, with strong organisation and follow-through. Customer-curious and improvement-minded, motivated by solving real customer and operational problems. Comfortable working across teams and priorities, able to coordinate input and progress without formal authority. Confident translating insight into action, turning data and feedback into clear, practical improvements. Trusted, dependable and consistent, recognised for calm execution and seeing actions through to completion. Qualifications Required: Bachelor's degree in a relevant field. Desirable: Certified Customer Experience Professional (CCXP) certification. 3-5+ years’ experience in CX, service design, insight or operational transformation. Hands-on experience delivering end-to-end CX transformation projects. Strong coordination and stakeholder engagement skills. Exposure to CX dashboards, scorecards or VoC platforms. Experience supporting service standards or operational delivery. Experience in multi-asset or destination-led environments (e.g. real estate, hospitality, retail) is desirable. For more information about Shamal, please visit our LinkedIn page: https://www.linkedin.com/company/shamalholding/ Note: Due to a high influx of profiles, only shortlisted candidates will be contacted.

Responsibilities

This role focuses on translating Customer Experience (CX) priorities into practical results by managing customer insight, supporting journey design, and embedding customer-centric standards across assigned assets. The manager is responsible for the hands-on delivery of CX initiatives, working with cross-functional teams to ensure customer feedback drives actionable improvements.