Manager – Handover Customer Relations
About the Role
Vibes 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, UAE
Client: Modon Properties
Contract Duration: Until 31 March 2027
Working 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 Do
Leadership & Team Management
- Lead, mentor, and manage a team of approximately 8–12 Relationship Managers, setting clear KPIs, performance expectations, and service standards
- Provide ongoing coaching, training, and development to enhance team capability and build a customer-centric culture of professionalism and accountability
Handover Operations & Customer Experience
- Oversee the full handover lifecycle from customer notification to completion, ensuring alignment with operational readiness and project timelines
- Ensure consistent delivery of a premium end-to-end customer experience across all handover interactions and communications
- Monitor customer satisfaction metrics and act as the primary escalation point for complex or high-priority customer issues
- Optimise handover workflows to improve efficiency, minimise delays, and reduce customer friction throughout the process
Stakeholder Management, Reporting & Continuous Improvement
- Partner with Handover Operations, Construction, QA/QC, Facilities Management, and Community teams to ensure seamless customer commitments
- Track and analyse key performance indicators including NPS, handover timelines, and issue resolution rates; prepare regular dashboards and reports for senior leadership
- Identify recurring issues, implement corrective actions, and champion best practice initiatives to elevate the customer journey and strengthen long-term community relationships
What We Are Looking For
- Bachelor's degree in Business Administration, Real Estate, Hospitality, or a related field
- 8–12 years of experience in customer relationship management, real estate handover, or property services, with prior experience in a leadership role
- Experience within large-scale residential developments or master-planned communities is highly preferred
- Strong leadership, people management, and stakeholder engagement capabilities with excellent communication skills
- High level of emotional intelligence, professionalism, and ability to operate effectively in a fast-paced, dynamic environment
- Fluency in English is mandatory; Arabic, Mandarin, French, or Russian language skills are strongly preferred to support Modon's diverse homeowner base
Work Environment
- Combination 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.
