Key Account Manager

Key Responsibilities

1. Owner Relationship Management

• Manage a portfolio of property owners and act as their main point of contact.
• Build strong, long-term relationships with owners through regular communication and follow-up.
• Conduct regular check-ins on property performance, occupancy, operational matters and owner concerns.
• Proactively identify owners who may be dissatisfied or at risk of leaving and address concerns early.
• Handle owner termination and offboarding requests as the first point of contact.
• Propose appropriate retention solutions and coordinate with Revenue, Finance and Management for approval where required.
• Coordinate notice periods and offboarding with internal teams to ensure smooth unit handovers.

2. Issue Management & Operational Coordination

• Coordinate with Operations, Housekeeping, Front Office, Revenue, Finance and other relevant teams to resolve owner matters.
• Respond to owner messages and enquiries promptly, ensuring clear and professional communication at all times.
• Handle complex or sensitive owner cases professionally.
• Identify recurring issues and work with relevant teams on practical solutions.
• Escalate important or unresolved matters to the appropriate manager or department.

3. Account Management & Reporting

• Maintain accurate owner records, communication history and account documentation.
• Track outstanding matters and ensure all commitments and follow-up actions are completed.
• Monitor owner feedback, account health and potential retention risks.
• Prepare regular updates on owner issues, feedback, retention risks and account status for the Head of Customer Service.

4. Portfolio Growth & Team Support

• Identify opportunities to onboard additional property owners within existing buildings.
• Work with Business Development on potential owner leads and opportunities.
• Guide and support team members in handling client matters when required.
• Take ownership of complex or high-value owner cases as required.

Good to Have

• Experience managing property owners in short-term rental, hospitality or property management.
• Familiarity with Airbnb, Booking.com and similar platforms.
• Experience with Property Management Systems (PMS) or CRM tools.
• Able to understand basic performance data such as occupancy, revenue and owner payouts.

Requirements

• Diploma or Bachelor's Degree in Business, Hospitality, Property Management or a related field.
• 3–5 years of experience in key account management, client relations, hospitality, property management or customer service.
• Strong communication, relationship management and problem-solving skills.
• Strong follow-up and ability to manage multiple accounts and priorities.
• Able to coordinate effectively across multiple departments.
• Organised, detail-oriented and able to work independently.
• Comfortable handling complaints, difficult conversations and owner retention matters professionally.
• Familiar with Google Workspace, Microsoft Excel, and instant messaging platforms.
• Proficiency in English, Bahasa Malaysia, and Mandarin (spoken & written)
• Possess own transport and be willing to travel to properties when required.