A key leadership transition has taken place at Emaar, reinforcing the group’s focus on building strong people capabilities across its diverse businesses.
The appointment marks a major step in his leadership journey, as he brings deep experience in customer excellence, service quality, operational governance, and performance-led improvement into a people leadership role at one of the Middle East’s most recognised master-planned community and lifestyle destination developers.
Emaar is known globally for landmark developments such as Downtown Dubai and for setting benchmarks across real estate, retail, hospitality, and leisure. The new HR leadership is expected to support the organisation’s long-term people strategy and organisational effectiveness.
In January 2026, Mubarak transitioned into the HR leadership role after serving as Head of Customer Excellence at Emaar. In that position, he led the design and execution of a company-wide excellence strategy aligned with business objectives. He managed a large, multi-functional team covering customer service, property quality assurance and handover, quality control and service excellence, contact centre operations, back office functions, and experience design.
His responsibilities included improving customer service processes, using data and customer feedback to identify gaps, tracking satisfaction metrics such as NPS and CSAT, and creating dashboards and executive reports to support data-driven decisions. He also led personalised engagement initiatives to strengthen long-term customer relationships.
Earlier, Mubarak worked as Quality Control and Service Excellence Lead at Emaar, where he oversaw KPI calculations, site inspections for safety and design enhancement, competitor benchmarking, and service consistency across communities and facilities. He also led mystery shopper programmes and customer journey mapping across properties, hotels, malls, and entertainment assets.
Before joining Emaar, he held roles at RobtStone (ME) LLC as Quality Control Lead and as a Mechanical Quality Engineer, handling inspections, compliance, and fabrication and welding quality processes. His early career includes experience at Advanced Military Maintenance Repair & Overhaul Center and Emirates Steel. He has also volunteered with Tamouh Health Services.
Mubarak is currently pursuing a PhD in Quality Management at Hamdan Bin Mohammed Smart University from 2024 to 2028. He holds an MS in Quality and Business Excellence from Abu Dhabi School of Management.
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