Relationship Management Lead

OVERVIEW                                                                                               

NEOM is an accelerator of human progress and a vision of what a new future might look like. A region in northwest Saudi Arabia on the Red Sea, NEOM is being built from the ground up to include hyperconnected, cognitive cities, ports, next-generation infrastructure and industries, enterprise zones, research centers, sports and entertainment venues and tourist destinations.

As a destination, it will be a home for people who dream big and want to be part of building a new model for exceptional livability, creating thriving businesses and reinventing environmental conservation.

As a workplace, it is a place for people who share our core values of care, curiosity, diversity, passion, respect, and becoming a catalyst for change.

Are you ready to help NEOM find solutions to the world’s most pressing challenges? Are you prepared to create a lasting legacy that benefits generations to come? Then we want to hear from you!

ROLE OVERVIEW

The Relationship Management Lead acts as a single point of contact for coordination between the investor and OXAGON. The Manager will own relationships with a portfolio of investors (post-industrial lease signing) and will be responsible for the successful service delivery of each of them of each of them. The Manager is responsible for proactively identifying and communicating to the investors the investor journey requirements throughout the onboarding, construction, and operation phases and fulfilling them in collaboration with the OXAGON, International Investment & Manufacturing and other key stakeholders.

REQUIREMENTS SUMMARY

• Experience with process management and process improvement methodologies.
• Experience in process mapping and process modelling tools.
• Knowledge of data analysis and reporting tools.
• Capability to identify inefficiencies and areas of improvement in existing processes.
• Excellent communication and interpersonal skills, with the ability to engage effectively with a wide range of stakeholders.
• High attention to details to ensure the processes are optimized.
• Ability to build and sustain strong relationships with internal and external stakeholders.
• Competence in negotiating with stakeholders to achieve mutually beneficial outcomes.
• Flexibility to adjust engagement strategies based on changing circumstances or feedback.
• Ability to lead and influence others to achieve desired outcomes.
• Uphold ethical standards in all stakeholder interactions and communications.

ROLE COMPETENCIES & ACTIVITIES

The Relationship Management Lead responsibilities will include, but not be limited to:

Relationship Management

• Be responsible for successfully managing a portfolio of investors.
• Act as a trusted advisor and primary point of contact for the assigned portfolio of investors throughout their investor journey.
• Provide the investor with the necessary support for their service requests.
• Support the Customer Relationship Management (CRM) inquiry management system and ensure prompt relay of information to investors/ tenants.
• Support in maintaining the investor data on the CRM database and dashboard. As applicable, gather and validate relevant inputs on the investor.
• Coordinate with Investor Services and other colleagues in developing and sharing the latest versions of all relevant material based on investors’ business requirements.
• Consolidate and lead all communication exchanges between investors and relevant OXAGON/NEOM teams and ensure prompt relay of information to investors.
• Work with investors and other Investor Services teams to identify their requirements and build a suitable project/ permitting plan in collaboration with Investor Services and other colleagues.
• Develop an execution plan to initiate service delivery. Integrate the timeline into the broader investor project plan and follow up to ensure timely delivery.
• Coordinate with Investor Services operations/ infrastructure teams to track investor service delivery progress and communicate developments to the investors.
• Liaise with the NEOM/ OXAGON and other colleagues to ensure investors are connected to suitable suppliers and service providers: engineering, architecture, banking, legal, etc.
• Provide feedback to the Investor Services team on internal processes and service delivery activities and suggest developments to improve operational efficiency.
• Promote Investor Services to the investors and work on providing those services through the investor services team.
• Understand the investor journey and the requirements for each phase of the journey and provide support to the investors.

Reporting

• Prepare operational reports required by Investor Services leadership.
• Escalate any risks, delays, or issues to the Senior Manager – Relationship Management and support them in preparing any relevant material for a formal escalation.
• Follow up on the resolution or mitigation plans and coordinate their execution.
• Meet the targets of the applicable employee and team performance KPIs. Identify and seek guidance from the Senior Manager – Relationship Management on development areas.

       People

• Be part of a high-performance working environment embracing and living NEOM’s values.
• Set high standards of behavior, work standards, and values as a growing leader in the Investor Services / OXAGON team.
• Support the evaluation of Investor Services’ performance against stated objectives.

Culture and Values

• Embrace NEOM’s culture and Values https://www.neom.com/en-us/about.
• Act with honesty and integrity by following best practices, and upholding the robust standards and expectations set out in NEOM’s Code of Conduct.
• Maintain fair, ethical and professional work practices in accordance with NEOM’s Values and Code of Conduct.
• Adhere to NEOM’s Policies, procedures, and controls to ensure compliance with rules. 

EXPERIENCE & QUALIFICATIONS

Knowledge, Skills and Experience

• Five or more years of relevant experience, or in relevant adjacencies.
• Have a general understanding of the building development process (design phases, construction, and operation).
• Effectively uses MS PowerPoint, Projects, Word, and Excel.
• Excellent written, verbal, and presentation communication skills.
• Able to work effectively in, and contribute to, a diverse and multicultural environment.
• Exposure to the Saudi Arabian business environment is a plus.
• Track record of stakeholder/ account management and networking capabilities.
• Relationship builder who inspires trust and confidence with all stakeholders.
• Team player able to work in a highly matrixed organization.
• Able to perform to high standards in a high-pressure, often fluid, and sometimes ambiguous and demanding environment.

Qualifications

• Relevant bachelor’s degree in engineering.
• Preferably to have MBA or other relevant master’s degree.
• Qualification in Project Management or equivalent