Customer Excellence Director

Job Summary

We are seeking an experienced Customer Excellence Director to lead property handover operations, oversee CRM management, and ensure an exceptional customer experience throughout the property ownership journey. The role is responsible for improving service quality, streamlining handover processes, and strengthening customer satisfaction and retention.

Key Responsibilities

Property Handover

• Oversee the end-to-end property handover process, ensuring timely and smooth delivery of units to clients.
• Ensure all handover documentation and compliance requirements are fulfilled.
• Supervise property inspections and ensure outstanding defects are resolved before handover.
• Coordinate with Construction, Legal, Sales, and other relevant departments to ensure handover readiness.
• Ensure clients receive all required documentation, property information, and support during handover.

CRM Management

• Oversee the implementation, operation, and continuous improvement of the CRM system.
• Ensure accurate and up-to-date customer records and data management.
• Monitor customer interactions, service requests, and feedback through the CRM system.
• Develop strategies to improve customer engagement, satisfaction, and retention.
• Prepare and analyze CRM reports to monitor performance and support management decisions.

Customer Excellence

• Establish customer service standards and monitor service quality across the customer journey.
• Monitor customer satisfaction, complaints, and feedback, ensuring timely resolution of issues.
• Collaborate with relevant departments to improve service delivery and customer experience.
• Identify opportunities to streamline processes and enhance operational efficiency.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 15 years of experience in the real estate industry.
• Strong knowledge of real estate operations, property handover, and post-sales services.
• Proven experience in CRM management and customer service operations.
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical, organizational, and problem-solving abilities.