Community Associate

Roles and responsibilities

The role holder is responsible for implementing the day-to-day operations of the community relations function, acting as a point of contact to address queries, and ensuring timely invoicing and collection of services charges. The role holder is also responsible representing Dubai Community Management in the assigned community’s owner’s association by promoting the community and ensuring owners/occupiers satisfaction in the services provided by DCM in line with DCM’s standards and guidelines.

The main duties and responsibilities of this role:

External Stakeholder Management

• Adopt superior customer service culture in the department by ensuring all investor enquiries are responded to in a professional and courteous manner and upholds the customer service standards of DCM.
• Provide excellent services to customers and manage key relationships in order to ensure their satisfaction with the provided services and resolution of issues to the customers’ satisfaction.
• Sort and prioritize complaints to the concerned departments, setting response time as per the agreed KPIs and follow up on the closure of the complaints and accordingly update customer.
• Attend to all the customer(investors/owners/residents) feedback and complaints, and prepare actions plans to address and resolve all issues.
• Collaborate with other DCM functions to address investor queries/complaints including channeling maintenance issues, strengthen communication outflow to the communities and provide input to other initiatives for future planning for the assigned communities.
• Provide initiatives and suggestions to continue improving Customer Experience at all stages in the Lifecyle of the community.
• Provide owners association management services to jointly owned properties in DCM in alignment with RERA Regulations. Ensure adherence to all rules, legislations, laws, and regulations relating to communities and master communities
• Administer even and fair enforcement of the Jointly Owned Property Declaration, including Community Rules, and any Building Management Statement in respect of the Jointly Owned Property law and directions therein.
• Set out and implement the communication strategy with the investors within the communities.
• Develop, maintain, and perform regular updates for the customer database to ensure the accuracy of the database of owners and properties in the records and system.

Service Charges Collection

• Manage the collection of community service charges in order to ensure availability of sufficient funds to sustain services to the communities. That includes follow up calls, follow up letters, answering all financial and technical inquiries in regard to service charges.
• Handle invoicing and collections of community services charges and ensure execution in a timely manner so that adequate funds are available for the maintenance and operations of the community common facilities and infrastructure such as landscaping, lakes, public parking etc.
• Develop and follow a robust collection system to oversee timely collection of targeted service charge and for prompting follow-up on pending payments &/or non-payment scenarios.
• Ensure each account has complied with its financial obligations, including the timely budgeting, invoicing, and collections of Service Charges.

Additional Responsibilities

• Develop and oversee the implementation of policies, procedures and controls covering the Community Management division so that all relevant procedural/legislative requirements are fulfilled while delivering quality and cost-effective service
• Ensure appropriate and consistent processes are in place to issue no objection certificates for activities inside the communities in order to ensure compliance with the Community Rules and Regulations at all times in addition to maintaining the safety and security of the communities.
• Prepare and release MIS reports to provide Management with timely information to monitor the progress of community management initiatives against plan and budget.
• Implement the Master Community Declarations in all DCM Master Communities.

Desired candidate profile

1. Strategic Planning: Ability to develop and implement long-term strategies to enhance community engagement and growth.

2. Leadership: Strong leadership skills to inspire and guide teams, fostering a positive and inclusive community culture.

3. Communication: Excellent verbal and written communication skills for effective interaction with community members, stakeholders, and team members.

4. Conflict Resolution: Proficiency in addressing and resolving conflicts within the community, ensuring a harmonious environment.

5. Data Analysis: Skills in analyzing community metrics and feedback to inform decisions and improve engagement strategies.

6. Networking: Ability to build and maintain relationships with key stakeholders, including partners, influencers, and community members.

7. Crisis Management: Experience in managing crises effectively, maintaining community trust and stability during challenging situations.

8. Event Planning: Expertise in organizing and executing community events and initiatives to foster engagement and connection.

9. Digital Literacy: Proficiency in using social media platforms, community management tools, and analytics software.

10. Cultural Competence: Understanding and respecting diverse community backgrounds, promoting inclusivity and engagement.

11. Content Creation: Skills in developing engaging content that resonates with the community, including newsletters, social media posts, and blogs.

12. Project Management: Ability to manage multiple projects, ensuring timely execution and alignment with community goals.