Senior Manager - Customer Experience (Property Developer)

Customer Experience Strategy Design and implement customer service strategies that reflect the company's brand promise, ensuring exceptional end-to-end experiences for homebuyers and stakeholders.

Post-Sales Service Excellence Oversee post-sales servicesincluding handover, defect management, and customer queriesensuring timely resolution and high customer satisfaction.

Customer Relationship Management Build and maintain long-term relationships with purchasers through proactive engagement at key touchpoints, fostering loyalty and trust.

Service Quality & Standards Establish, monitor, and continuously enhance service standards, SOPs, and KPIs to drive consistency and excellence across projects.

Voice of Customer (VOC) Management Collect and analyze customer feedback, complaints, and survey data to identify service gaps and recommend improvement initiatives.

Defect & Warranty Coordination Lead coordination with project, contract administration, and property management teams to ensure efficient defect rectification and warranty management.

Digital & Service Innovation Champion the adoption of digital platforms and innovative practices to enhance communication, responsiveness, and customer convenience.

Crisis & Issue Resolution Serve as the escalation point for complex customer issues, delivering timely resolutions that balance customer needs with company interests.

Cross-Functional Collaboration Work closely with Sales, Marketing, Project, and Finance teams to deliver a seamless purchaser journey from SPA signing to vacant possession and beyond.

Team Leadership & Development Lead, mentor, and develop the customer service team, fostering a service-driven culture that reflects the company's values and commitment to excellence.

Education: Degree in Business Administration, Hospitality, Real Estate, or related field.

Experience: Minimum 810 years in customer service, property management, or hospitality, with at least 35 years in a managerial role.

Customer-Centric Mindset: Proven track record in delivering exceptional customer experiences and managing post-sales service.

Leadership: Strong people management skills with experience leading and developing high-performing teams.

Communication: Excellent interpersonal and presentation skills; able to engage confidently with purchasers, stakeholders, and senior management.

Problem-Solving: Strategic thinker with strong analytical skills; adept at resolving complex customer issues.

Innovation: Familiarity with digital platforms and service innovation tools to enhance customer engagement.

Collaboration: Ability to work cross-functionally with sales, marketing, project, and finance teams to deliver seamless customer journeys.