Manager - Customer Relation Management

This role leads the customer relations function, overseeing the end-to-end post-contract customer experience — residential customer — from payment collections through handover and long-term relationship management. This role owns complaint resolution standards and customer satisfaction outcomes, while working closely with senior management to improve processes and customer experience strategy.

Key responsibilities

• Oversee the payment collection process across all active contracts, ensuring targets and timelines are met

• Develop and implement strategies to reduce overdue payments and improve collection efficiency

• Report on payment collection status and risks to senior management

• Oversee the end-to-end handover process, ensuring inspection, registration, and onboarding are executed to a high standard

• Identify and resolve process bottlenecks or recurring issues in the handover journey

• Ensure documentation, legal transfer and registration processes comply with company and regulatory standards

• Own the complaint resolution process, ensuring timely and effective handling of escalated or high-severity cases

• Analyze complaint trends to identify root causes and drive process improvements

• Build and maintain relationships with key/high-value customers

Qualifications

• Bachelor's degree in Business Administration, Real Estate, or related field
• 6-8+ years of experience in customer relations, property management, or client services
• Proven experience managing post-contract customer journeys, ideally in real estate or a related industry
• Strong leadership and team management skills
• Excellent problem-solving and conflict-resolution skills, particularly for complex or escalated complaints
• Strong stakeholder management skills, with the ability to coordinate across sales, finance, legal, and technical teams
• Data-driven mindset, with experience using customer feedback and complaint trends to drive improvement
• Proficient in CRM systems and MS Office
• Proficiency in English communications