Client Experience Manager

About Office Square Business Centres

Office Square stands as a premier provider of high-end serviced offices, expertly managed workspaces, and comprehensive business centre solutions situated across Dubai and Abu Dhabi. Our portfolio includes prestigious locations such as Marina Plaza in Dubai Marina, Al Fattan Business Hub in JBR, Aldar HQ in Abu Dhabi, and Nation Towers Mall also in Abu Dhabi.

Role Overview

The Client Experience Manager plays a vital role in ensuring an outstanding customer journey by managing tenant relationships, overseeing daily business centre operations, and upholding top-tier service standards. This position acts as the main interface for clients and visitors, focusing on satisfaction, loyalty, and the smooth delivery of all centre services.

Core Responsibilities

• Serve as the primary contact point for clients, members, and guests, providing a professional and welcoming atmosphere.
• Promptly address client queries, service demands, and minor conflict resolution.
• Foster strong, positive client relationships to boost satisfaction, retention, and contract renewals.
• Regularly inspect the premises to assure client comfort, cleanliness, and adherence to service standards.
• Collaborate with sales and operations teams to manage client onboarding and transitions including move-ins and move-outs.
• Support daily centre functions covering reception duties, meeting room scheduling, mail management, and visitor coordination.
• Maintain quality, cleanliness, and brand consistency across offices, meeting spaces, and communal areas.
• Coordinate with housekeeping, maintenance, IT, and external vendors ensuring seamless services.
• Manage inventory levels of office supplies and initiate procurement as needed.
• Contribute to creating and refining operational processes and service protocols.
• Ensure compliance with health, safety, fire, and security regulations, conducting routine checks and arranging necessary maintenance.
• Assist with emergency readiness plans, incident documentation, and compliance record-keeping.
• Keep detailed records of client interactions, service tickets, incidents, and maintenance activities.
• Update CRM and internal tools with client records and progress on service issues.
• Help compile regular operational and service reports (daily, weekly, monthly).
• Represent and embody the business centre’s brand image and service culture perfectly.
• Support internal client-focused events and community engagement initiatives.
• Maintain professionalism in all client and vendor relations.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Customer Service, or relevant fields.
• At least 3 to 5 years’ experience in customer service, hospitality, serviced offices, coworking spaces, business centre management, or property management.
• Preferred prior experience in supervisory or managerial roles.
• Exceptional verbal and written communication skills.
• Strong abilities in problem solving and conflict management.
• Familiarity with Microsoft Office and CRM platforms.
• Fluency in English is mandatory; Arabic language skills are advantageous.

Skills Required

• Expertise in client relationship management
• Customer experience and service excellence
• Operations management within business centres
• Leadership and team coordination
• Effective communication and interpersonal aptitude
• Complaint and conflict resolution skills
• Client retention and sales support
• Time management and organizational capabilities
• Analytical problem-solving skills
• Microsoft Office suite and CRM software proficiency

Performance Indicators

• Levels of client satisfaction and retention
• Occupancy rates and lease renewal success
• Timely resolution of client complaints
• Quality and responsiveness of services rendered
• Utilization rates of meeting rooms and business services
• Efficiency with client onboarding processes
• Overall team output and adherence to operational compliance

Compensation and Benefits

• A competitive monthly salary starting at AED 6000, commensurate with experience
• Visa sponsorship and medical insurance in line with UAE Labor Law
• Entitlement to annual leave and public holidays
• Provision of biennial air tickets