Customer Relations Officer – Landmark Group

Landmark Group is hiring a Customer Relations Officer, based in Dubai. Landmark Group began as a single store in Bahrain in 1973 and has grown into a Dubai-headquartered retail and hospitality group with more than 25 brands across fashion, home and leisure. This role handles customer queries, complaints and service requests across the group’s retail or hospitality touchpoints, acting as a key link between the customer and the right internal team.

Expect a steady flow of customer interactions — in person, by phone or in writing — that need to be logged accurately, resolved where possible, and escalated appropriately when they can’t be. Consistency matters a lot here: the same calm, helpful standard needs to apply to every customer, regardless of how many similar queries have come through that day already.

Landmark Group will want someone with genuine customer service experience, strong written and verbal communication, and the patience and organisation to track multiple open cases accurately without anything falling through the cracks.

Every brand the size of Landmark Group eventually generates customer complaints and queries, and how those get handled is often what determines whether a customer stays loyal or walks away quietly dissatisfied. The customer relations function is the safety net that catches problems before they become public reputational issues (a bad review, a social media complaint), which gives this role more leverage over brand perception than its day-to-day visibility suggests. A customer who feels genuinely heard and resolved, even after a bad initial experience, often ends up more loyal than one who never had a problem at all — but that outcome depends entirely on the person handling the case doing it properly. At scale, consistent, well-handled case resolution protects both customer retention and the brand's public reputation in a way that's easy to underestimate until it's missing. For a Customer Relations Officer role specifically, what actually separates a strong hire from an average one is consistency on the fundamentals, day after day, not any single standout moment.

Customer relations experience is a genuinely strong, transferable skill set — written communication, case management discipline and conflict resolution are valued across almost every customer-facing industry, which means experience gained at Landmark Group travels easily if a career move is ever on the table. It's also a solid stepping stone toward supervisory or customer experience management roles, since strong case-resolution performance tends to be visible and gets noticed. The UAE package for roles at this level is typically tax-free with standard benefits — medical insurance and annual leave as a baseline. Beyond the practicalities, the role builds a specific and durable professional skill: staying calm, clear and genuinely helpful through a steady stream of other people's frustrations, which is a harder skill than it sounds and one that shows up well on a CV headed toward any future customer experience, service or operations leadership role. For a Customer Relations Officer role specifically, what actually separates a strong hire from an average one is consistency on the fundamentals, day after day, not any single standout moment. That is exactly the kind of track record Landmark Group looks for when deciding who earns more responsibility next, in Dubai or in any other location across the group.

• Prior experience in a customer service or customer relations role, ideally in retail or hospitality
• Strong written and verbal communication skills
• Comfortable logging and tracking cases accurately across multiple open queries
• Patient, solution-focused manner with frustrated or dissatisfied customers
• Basic proficiency with CRM or case-management systems
• Good judgement on when to resolve directly versus escalate