Senior Director – Destination Services

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Dwellworks

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2007

📦 Logistics

🏨 Hospitality

💼 Consulting

Logistics • Hospitality • Consulting

Dwellworks is the world’s largest provider of destination services and temporary living solutions for the globally mobile workforce and business travelers. The company delivers B2B relocation support to corporations and relocation management partners, offering destination services (area orientations, rental home finding, settling-in), corporate housing with a global inventory of short-term properties, intercultural training, property management, and real estate services. Operating across multiple countries and serving Fortune 1000 and emerging companies, Dwellworks focuses on helping employees and families transition successfully while emphasizing service quality, ESG, and data privacy.

📋 Description

• Lead the Hong Kong team and provide direction across Real Estate Services, Destination Services, Education Consulting, Tenancy Management, Temporary Living, and Operational Support functions delivered in Hong Kong. • Act as the senior escalation point for complex matters involving clients, RMCs, assignees, landlords, agents, and vendors. • Support VIP clients and strategic accounts requiring senior-level engagement and oversight. • Represent the Hong Kong business in leadership meetings, client presentations, mock tours, sales discussions, market updates, and business development activities. • Facilitate regular DSC meetings to discuss market conditions, service standards, client expectations, operational updates, and process improvements. • Support recruitment, development, retention, and engagement of DSCs and market resources. • Monitor residential leasing, schooling, and temporary accommodation market trends and provide guidance to both internal and external stakeholders. • Contribute to business planning, service improvement initiatives, and strategic growth opportunities across the Hong Kong market. • Approve business expenses, client-related payments, office expenses, and other outgoings in line with company approval controls. • Review and sign off on DSC commission calculations where applicable. • Build and maintain strong, consultative relationships with client stakeholders across Supply Chain, Operations, Account Management, and Mobility teams. • Serve as the primary point of contact for client inquiries related to service delivery, market intelligence, policy interpretation, scope modifications, and new business opportunities. • Partner with Operations Directors and service delivery teams to ensure alignment on client expectations and service standards. • Facilitate effective communication between clients and operational teams to promote consistent understanding and execution. • Collaborate with Supply Chain and Operations teams to ensure adequate market coverage and support resources. • Plan and lead client-requested mock tours, including preparation, coordination with Destination Services Consultants (DSCs), on-site participation, and presentation of Dwellworks capabilities and market expertise. • Participate in VIP look-sees, home searches, check-ins, check-outs, and other high-touch client activities as required. • Support Global Account Management Team in strengthening overall client relationships and identifying opportunities for growth. • Support the preparation and delivery of annual and quarterly client business reviews. • Partner with Global Account Management Team to present performance outcomes, market insights, strategic recommendations, and future opportunities for client engagement and growth. • Act as the central point of contact for client escalations, coordinating resolution efforts across all relevant Dwellworks departments. • Lead service recovery initiatives and ensure timely communication and resolution of client concerns. • Monitor, analyse, and report on client volumes, revenue, service performance, and operational trends through monthly, quarterly, and annual reporting. • Lead client scorecard and performance review meetings, providing insights and recommendations to support continuous improvement. • Track, analyse, and trend service defects, client feedback, and escalation data to identify improvement opportunities. • Support responses to Requests for Proposal (RFPs), client questionnaires, and other business development initiatives. • Escalate significant client risks and account concerns to senior leadership as appropriate.

🎯 Requirements

• Significant leadership experience in Destination Services, Global Mobility, Corporate Relocation, Real Estate Services, Client Services, Account Management, or a related field. • Strong knowledge of the Hong Kong residential leasing market, landlord and agency practices, tenancy administration, international schooling options, serviced apartments, and expatriate relocation requirements. • Demonstrated success managing senior client relationships, RMC partnerships, VIP relocations, escalations, service reviews, and commercially sensitive discussions. • Experience leading cross-functional teams and driving operational excellence in a client-focused environment. • Hold, or be able to obtain an Estate Licence issued by the EAA • Understanding of Hong Kong Estate Agents Authority (EAA) licensing requirements and applicable compliance standards. • Relevant licensing, or the ability to obtain and maintain required licensing, is preferred where regulated real estate activities are undertaken.

🏖️ Benefits

• Dwellworks is an Equal Opportunity Employer • Professional development opportunities